How do you set and manage expectations with clients who have unrealistic or changing demands?

To manage clients with unrealistic or changing demands, start by setting clear, achievable expectations from the outset. Communicate openly about limitations and possible outcomes, backed by data or expertise. Regularly revisit goals in meetings to ensure alignment and address scope changes early. When demands shift, offer alternative solutions that balance their needs with practical constraints. Stay transparent about timelines, costs, and impacts of changes. Document agreements and updates to avoid confusion, and maintain a collaborative approach to keep the relationship positive while managing expectations realistically.

Gerenciar expectativas com clientes que têm demandas irreais ou em constante mudan?a exige transparência e comunica??o clara desde o início. Definir limites viáveis e explicar as implica??es de ajustes no escopo, prazo ou or?amento deve ser o primeiropasso. Ao mantermos o cliente informado sobre desafios e solu??es, conseguimos alinhar expectativas, garantindo entregas realistas e mantendo um relacionamento de confian?a.

In our business model, we have an initial consultation with our clients. We discuss in-depth what their challenges are, and where they need the most help. We listed for spoken and unspoken needs. We then prepare a proposal covering everything we understand (and know due to our experience) they will need us for. We then schedule a second appointment to review the proposal together. They understand that the scope of what we will help with is outlined in our proposal and if something new, outside this, comes up, they will get a new proposal to review and sign before any additional work is done. Although we are a service/coaching type business, we have found that this helps keep both sides in "check" as emotions can blur project lines.

As a Nutrition coach, I loop clients through an initial consult designed to capture all details about the client. It's an extensive 1 to 2-hour session that not only helps me build rapport with the client but gives me time to empathetically seek what the client needs and wants in terms of their goals. Keeping the dialogue open with the client with kindness, respect and understanding helps the client lean into me with trust so they are willing to share exactly what they need.

For most of our clients, we have weekly or bi-weekly check-ins to go over any updates in their projects, new calendar dates for their cases, etc. Even if we don't have too much in the way of updates, we keep that appointment and just get a pulse of where our client is mentally/emotionally. Active listening is very important during these meetings for us. There are so many offline conversations that are had on the in-between weeks and valuable bits of information are shared when we take the time to just listen to our clients talk.

We set out in our initial proposal what items will be covered. We make sure that our client understands that if new items come up or additional work is requested, we will prepare a new proposal for this that we both sign off on. We verbalize this to our customers and don't assume they've read our T&C's.

Implement a "Boundary Blueprint" to establish clear limits and expectations. This tool maps out key interaction points—availability, response times, revision policies—against client touchpoints. Begin by defining your non-negotiables, then create a visual guide that outlines these boundaries throughout the client journey. Use this blueprint in onboarding to set clear expectations from the start. Regularly review and adjust as needed, treating it as a living document. This approach transforms potentially awkward conversations into a structured, professional process. By proactively addressing boundaries, you create a framework for respectful collaboration, reducing misunderstandings and fostering a more productive client relationship.