What do you do if a client's expectations are higher than what you can deliver during an interview?

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Navigating client interviews can be tricky, especially when you encounter the challenge of managing expectations that exceed what you can realistically deliver. It's a delicate balancing act between maintaining their enthusiasm and setting achievable goals. When you find yourself in this position, remember that honesty, clarity, and professionalism are your best tools. By approaching the situation with these principles, you can steer the conversation towards a productive outcome that satisfies both you and your client.

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1 Assess Reality

When a client's expectations are sky-high, the first step is to assess the situation realistically. Take a moment to understand their needs and wants thoroughly. Are their expectations grounded in a misunderstanding of what's possible? Or are they simply optimistic about what can be achieved? By identifying the root of their expectations, you can tailor your response to address their specific concerns. This approach not only demonstrates your commitment to meeting their needs but also establishes a foundation for clear communication moving forward.

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Anindita A.

Conversion Copywriter | Turning Readers into Customers | Building Stronger Customer Relationships | Designing UX Through Words
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By taking the time to assess their expectations realistically, you can ensure alignment between what they want and what can feasibly be achieved. This approach not only fosters trust but also sets the stage for open and transparent communication throughout the client engagement process.

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2 Set Boundaries

Once you've assessed the client's expectations, it's crucial to set clear boundaries. Politely explain the limitations of what you can deliver, providing concrete reasons why certain expectations may not be feasible. This might include resource constraints, time limitations, or technical impossibilities. It's important to be firm yet empathetic in your explanation, ensuring the client understands that these boundaries are in place to ensure the highest quality of work. Setting these boundaries early can prevent misunderstandings and set the stage for a successful partnership.

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Anindita A.

Conversion Copywriter | Turning Readers into Customers | Building Stronger Customer Relationships | Designing UX Through Words
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By politely explaining the limitations and reasons behind what can and cannot be delivered, you establish transparency and build trust with the client. This helps manage their expectations realistically and prevents potential misunderstandings down the line. It's crucial to strike a balance between firmness and empathy to ensure the client understands the rationale behind the boundaries while feeling respected and valued.

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3 Offer Alternatives

After setting boundaries, offer alternatives that align with what you can deliver. This shows the client that you're proactive and committed to finding solutions that work within the given constraints. Suggest different approaches or scaled-down versions of their initial request that are more manageable yet still achieve their core objectives. By offering alternatives, you demonstrate flexibility and creativity, which can help maintain a positive relationship with the client.

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Anindita A.

Conversion Copywriter | Turning Readers into Customers | Building Stronger Customer Relationships | Designing UX Through Words
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After setting clear boundaries, propose alternative solutions that align with what you can deliver within the given constraints. This proactive approach demonstrates your commitment to finding viable options that still meet the client's core objectives. Whether it's suggesting different approaches, scaled-down versions of their initial request, or phased implementations, providing alternatives shows your willingness to work collaboratively and maintain a positive relationship with the client.

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4 Educate Tactfully

Sometimes clients have high expectations because they are not fully aware of the complexities involved in what they're asking for. In such cases, it's your job to educate them tactfully. Without overwhelming them with jargon, explain the processes and challenges associated with their requests. A well-informed client is more likely to understand the limitations and appreciate the work that goes into meeting their needs. This educational approach can also position you as a trusted advisor in their eyes.

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5 Reinforce Value

In situations where you have to temper expectations, it's important to reinforce the value you bring to the table. Highlight past successes and the unique skills or services that make you the right choice for them. Emphasize how your proposed solutions will meet their core goals effectively, even if they differ from their initial vision. By reinforcing your value, you remind the client why they chose to work with you in the first place and help them feel confident in your abilities.

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Anindita A.

Conversion Copywriter | Turning Readers into Customers | Building Stronger Customer Relationships | Designing UX Through Words
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Highlighting past successes, unique skills, and services that distinguish you from competitors reaffirms the client's decision to work with you. Emphasize how your proposed solutions, while possibly different from their initial vision, align closely with their core goals and will effectively address their needs. This reminder of your value not only boosts the client's confidence in your abilities but also reassures them that they're in capable hands. It's crucial to maintain a positive and proactive approach, focusing on the benefits and outcomes that your expertise and solutions will deliver for the client.

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6 Follow Up

Finally, always follow up after the interview. Send a summary of what was discussed, including the expectations that were adjusted and the alternatives that were proposed. This not only keeps everyone on the same page but also demonstrates your professionalism and commitment to transparency. Regular follow-ups help build trust and ensure that any lingering concerns are addressed promptly, keeping the project on track for success.

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Anindita A.

Conversion Copywriter | Turning Readers into Customers | Building Stronger Customer Relationships | Designing UX Through Words
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Finally, always follow up after the interview. Send a summary of what was discussed, including the expectations that were adjusted and the alternatives that were proposed. This not only keeps everyone on the same page but also demonstrates your professionalism and commitment to transparency. Regular follow-ups help build trust and ensure that any lingering concerns are addressed promptly, keeping the project on track for success.

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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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What do you do if a client's expectations are higher than what you can deliver during an interview?

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1 Assess Reality

2 Set Boundaries

3 Offer Alternatives

4 Educate Tactfully

5 Reinforce Value

6 Follow Up

7 Here’s what else to consider

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