Don't Let Unrealistic Expectations Sink Your Agency: Delighting Clients, Boosting Profits
Amandeep Singh
I help tech agencies improve delivery and process optimization | Certified Delivery Specialist | JOIN MY COMMUNITY
(Total read time: 5-7 minutes)
Things are moving fast in the business world with new tools, innovation, growth strategies, people management, and much more. You struggle with hundreds of problems to run your business daily, In each newsletter, I’ll pick 1 problem and share some practical advice that you can apply in your business.
In today’s email:
??THE PROBLEM & ITS NEGATIVE IMPACT
I hope you're ready to buckle up because I'm about to drop some serious truth bombs on a problem that's been plaguing many of you in the project management realm. We're talking about managing those pesky, unrealistic expectations of clients. ??
Let's face it, we've all been there. You've got a client who wants the moon and the stars, but their budget is barely enough to cover a cup of coffee. Or they expect you to work miracles and deliver a project in half the time it would take Superman to change into his cape.
Sound familiar?
Yeah, I thought so.
Let's dive deep into a problem that's been gnawing at the core of our businesses: managing those mind-boggling, unrealistic expectations of clients.
Picture this: You're a talented agency owner with a passion for delivering exceptional results. But here's the kicker - some clients have expectations that are straight out of a fairy tale. They want the moon, the stars, and everything in between, without considering the limitations of time, resources, and budget. Sound familiar? Yeah, it's frustrating as hell.
Let me break it down for you by painting this picture with an example:
You've encountered these clients before, right? They expect you to perform miracles on a shoestring budget. They want a project that's bigger, better, and faster than anything ever done before. It's like asking a Formula 1 car to win the race without an engine. It's simply not feasible, and we need to address it head-on.
?? Example: Imagine a client who wants a complete rebranding in just one week, including a new logo, website, and marketing collateral. They believe that overnight success is possible, ignoring the time and effort required for quality work.
Now, let's delve into the repercussions of these unrealistic expectations. It's not just about finances and resources; it goes deeper than that.
?? Example: Let's say you agree to the client's impossible demands. You start pouring extra hours into the project, sacrificing your team's well-being and sanity. Your talented team, who are the lifeblood of your agency, end up burning the midnight oil to meet those outrageous demands. Their creativity and motivation suffer, leading to burnout and a decline in the quality of work. It's a recipe for disaster, my friend.
But wait, there's more.
Unrealistic expectations have a way of tarnishing your hard-earned brand reputation. When you can't deliver the impossible, word spreads like wildfire. Potential clients start questioning your ability to deliver, and before you know it, your once-thriving agency is struggling to attract new business. It's a nightmare you don't want to live through.
??THE SOLUTION
To overcome this hurdle, we need a game plan. It's time to align expectations with what's achievable and set the stage for success.
Here's what you need to do:
Here are actionable strategies to solve these problems with an example:
?? Aligning Expectations and Managing Realities.
Aligning Expectations and Managing Realities is about setting realistic goals and communicating effectively to ensure that expectations are met and outcomes are successful.
Example: Instead of diving straight into the project, invest time in discovery and communication. Have a candid conversation with the client, setting realistic goals and explaining the process. Educate them about the constraints and limitations, showing them the roadmap to success within those boundaries.
??Nurturing a Collaborative Partnership:
The key to triumph lies in fostering a collaborative partnership with your clients. It's about building trust, setting proper expectations, and working together towards a common goal.
Example: Imagine having a client who appreciates the value of collaboration. They understand that great work takes time and effort. Together, you define a realistic scope and timeline, allowing for open communication and feedback throughout the project. This not only ensures a successful outcome but also strengthens the client-agency relationship for future endeavors.
Now it's your turn, agency owner. It's time to take control of the situation and implement these strategies. Remember, you're not alone in this battle. Use the resources below to dive deeper into managing client expectations:
?? Resource 1: "Managing Client Expectations" by ProjectManager.com
?? Resource 2: "How to Manage Unrealistic Client Expectations" by Smartsheet
?? Resource 3: "Managing Client Expectations: The Agile Way" by Scrum Alliance
领英推荐
?? QUIZ
Let’s see what’s your perspective on this topic
Which framework can help in aligning expectations with project realities?
A) RACI framework
B) SWOT analysis
C) PAS framework
D) Agile methodology
Think of your answer and match it with the correct answer at the bottom.
??CONCLUSION
Now, here's the secret sauce, the mental model that will revolutionize how you handle unrealistic expectations: The Expectation Alignment Framework.
??Picture this: You dive deep into discovery and clarity, getting crystal clear on what the client wants and what's actually feasible. Then, you bring out your communication skills like a maestro, educating the client about project constraints and setting realistic expectations. Collaboration and prioritization become your middle names, working hand in hand with the client to align their expectations with the project's realities.
But it doesn't stop there.
This framework thrives on continuous feedback and iteration. You create a feedback loop with the client, keeping them in the loop every step of the way. It's all about open communication, transparency, and ensuring everyone's on the same page.
Now, my friend, it's time for you to take the reins and implement this framework in your agency. Remember, managing unrealistic expectations is an art, and you're the Picasso of project management. ??
So, go forth and conquer those unrealistic expectations like the badass agency owner you are. Let's put an end to scope creep, crazy deadlines, and unattainable perfectionism. Your business deserves it, and you deserve it.
Now, go viral with your project management mastery ??
?? AROUND THE WEB
? 1 tool to supercharge your productivity
?? 1 must-know thing happening in the business world
?? 1 quote of the day
? 1 tool to supercharge your productivity
Monday.com is a popular client management tool that is suitable for businesses of all sizes. This program can be used to manage all kinds of clients, and since it is cloud-hosted, you can access your dashboard from anywhere. You can create a centralized CRM board and invite clients to view the roadmap for their projects. It comes with an array of communication features that file your messages in one place. Read here
?? 1 must-know thing happening in the business world:
OpenAI makes ChatGPT plugins available to all: ChatGPT plugins have been around for a few weeks. But Google cranked up the heat on OpenAI by making Bard (and its plugins) open to all - for free.
?? 1 quote of the day
In the realm of managing client expectations, success lies in the delicate balance between aspiration and reality - Unknown
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?? HERE IS THE ANSWER TO THE QUIZ
C
?? ♂? Your wish is my command
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Until next time!
Aman