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What do you do if your clients have unrealistic performance expectations?

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Managing client expectations is a critical component of performance management, especially when those expectations are unrealistic. It's a scenario you might frequently encounter in self-employment, consulting, or freelancing. The key is to address these expectations proactively and professionally, ensuring a mutual understanding of achievable goals. The challenge lies in balancing client satisfaction with what's practically attainable without compromising the quality of your work or the integrity of your services.

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Rajesh Balasubramanian

HR Leader I HR Transformation through Technology and People I OD & Change consultant I People management and operations…

1 Acknowledge Concerns

When faced with unrealistic performance expectations, your first step is to acknowledge your client's concerns. This demonstrates that you are attentive and value their satisfaction. Listen carefully to understand the root of their expectations. Are they seeking quick results due to external pressures? Do they lack a clear understanding of the process involved in achieving their goals? By identifying these factors, you can begin to construct a response that is empathetic yet grounded in reality.

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Tayyab Jalali

Assistant Director - Airport Services at Pakistan Airports Authority
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In addressing unrealistic performance expectations, it's vital to acknowledge clients' concerns genuinely. By actively listening and empathizing with their viewpoint, we validate their feelings and open avenues for constructive dialogue. This approach fosters transparency and trust, enabling us to collaboratively explore realistic goals and strategies. Ultimately, it cultivates a more positive and productive client relationship, ensuring mutual understanding and satisfaction with our services.

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MUHAMMAD HAROON

Certified SAP SF-EC | HCM | PMGM | RCM | LMS | Onboarding | HR Digitalization | People Management | HR Operations & People Services | CHRP
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When facing clients with unrealistic performance expectations, it's essential to address the issue with clear communication and manage their expectations effectively. Start by listening to their concerns and understanding their perspective. Then, diplomatically educate them about what is achievable within realistic parameters, providing examples and data if necessary. Offer alternative solutions or adjustments that align with their goals while staying within feasible boundaries. It's crucial to establish transparency from the beginning, emphasizing realistic timelines and outcomes. Additionally, continuously communicate progress and setbacks, fostering a collaborative atmosphere that prioritizes mutual understanding and satisfaction.

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Vikas Yadav

HR Digital Transformation | Solution | Client-Centric Growth Leader | IT Services & Product Expert
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Well, when your clients have expectations that are a bit out there, it's time for some gentle reality checks. First off, listen carefully to what they want, then calmly explain what's realistic given the circumstances. Help them understand what can be achieved within the agreed timeframe and budget. Offer alternative solutions or adjustments to meet halfway. Communication is key here—keeping things transparent and managing expectations can lead to a smoother ride for everyone involved.

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2 Set Realistic Goals

Once you've acknowledged your client's concerns, it's vital to guide them towards setting realistic goals. This involves educating them about the process and what can be reasonably accomplished within a given timeframe. Explain the importance of setting SMART goals—Specific, Measurable, Achievable, Relevant, and Time-bound. This approach not only helps in managing their expectations but also provides a clear roadmap for your work.

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3 Communicate Clearly

Clear communication is the cornerstone of managing expectations. Ensure that your client understands the limitations and risks associated with their project. Be transparent about what is and isn't possible. This might include discussing constraints such as budget, time, resources, or external factors. Regular updates and open lines of communication will keep your client informed and involved in the process, reducing the likelihood of misunderstandings.

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4 Leverage Expertise

Your expertise is your strongest asset in managing unrealistic expectations. Use your knowledge and experience to provide insights into why certain outcomes may not be feasible. Offer alternative solutions that align more closely with what can be realistically achieved. By positioning yourself as an expert, you gain your client's trust and steer the conversation towards a more practical outcome.

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5 Manage Scope Creep

Scope creep—the gradual expansion of a project beyond its initial parameters—can often result from unrealistic expectations. To prevent this, be firm about the project's scope from the outset. If the client's demands begin to exceed the agreed-upon scope, remind them of the initial agreement and discuss the implications of any changes, including increased time, costs, and resources.

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Rajesh Balasubramanian

HR Leader I HR Transformation through Technology and People I OD & Change consultant I People management and operations specialist I Data and analytics enthusiast
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In a very recent client engagement, the scope of the assignment was to develop an assessment centre for the leadership team while the client anchor also expected us to develop a competency model as part of the assessment centre. This came as a surprise to us and during the cadence call discussing project progress, we discussed the scope of the engagement, clearly outlining the deliverables leading to clarity between both the parties. While it is quite normal for clients to expect more from the engagements, even though not necessarily it is deliberate, timely communication helps to set realistic expectations to avoid bitter experiences.

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6 Foster Collaboration

Finally, fostering a collaborative relationship with your client can help manage unrealistic expectations. Encourage them to be part of the solution by involving them in the decision-making process. When clients feel they have a stake in the project's success, they're more likely to be reasonable about what can be achieved. Collaboration leads to a partnership where both parties work towards a common goal, with a clear understanding of what's attainable.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Tabby Kerwin (MAPP)

The PERFORM Coachsultant: helping individuals & organisations protect mental health & grow with grief to PERFORM at their best | Psychologist | Coach | Writer | Speaker | Facilitator | Course Creator |
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Understanding exactly what the client is aiming for and their desired outcome is essential. Only when we do this can we align goals and strategies so open communication is vital.

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What do you do if your clients have unrealistic performance expectations?

1

2

3

4

5

6

7

1 Acknowledge Concerns

2 Set Realistic Goals

3 Communicate Clearly

4 Leverage Expertise

5 Manage Scope Creep

6 Foster Collaboration

7 Here’s what else to consider

Performance Management

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What do you do if your clients have unrealistic performance expectations?

1

2

3

4

5

6

7

1 Acknowledge Concerns

2 Set Realistic Goals

3 Communicate Clearly

4 Leverage Expertise

5 Manage Scope Creep

6 Foster Collaboration

7 Here’s what else to consider

Performance Management

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