Top Strategies for Managing Client Expectations in Consulting
Managing client expectations is a crucial aspect of Glow Up's operating model. We collaboratively establish clear goals, timelines, and ensure effective communication throughout the engagement.
Our model is founded in the belief that without shared objectives and goals we cannot help you to be successful. We are invested in building partnerships and relationships that support you through all phases of your entrepreneurial journey.
1. We Establish Clear Objectives with you
At the beginning of the consulting engagement, it is essential to have a thorough discussion with our client to understand their goals and expectations. We want to be clear on what matters most to you, what goals you are trying to achieve, and what outcomes.
2. We validate the scope and scale of our engagement and provide full transparency to any changes
Clearly define the scope of the project and communicate any limitations or constraints that may impact the timeline or outcomes. This will help manage client expectations regarding what can and cannot be achieved within the given constraints.
3. We are Realist
Develop a realistic project timeline based on the scope of work and available resources. Communicate the timeline to the client, highlighting any critical milestones or dependencies. Regularly update the client on the progress to manage their expectations regarding project timelines.
4. We Maintain Open and Transparent Communication
Establish a strong communication channel with the client to ensure open and transparent communication throughout the project. Regularly update the client on the project status, and any challenges or roadblocks, and seek your input and feedback. This allows us to manage client expectations and avoid any surprises.
5. Manage Change Requests Effectively
Glowing Up might result in change requests as your business and your needs are constantly evolving. We have a clear process in place to manage change requests effectively. Clearly communicating the impact of any changes on the project timeline, budget, and deliverables. Our goal is to empower your success and if we identify a new opportunity we will bring this forward for input and next steps.
6. Staying Connected
Weekly touchpoints and progress reports, outlining the achievements, challenges, and next steps. This will help manage expectations surrounding progress and any potential risks or delays.
7. We Prefer Proactivity
We anticipate potential challenges or issues that may arise during the engagement and proactively problem-solve. Communicate any potential risks or delays to the client and provide alternative solutions or mitigation strategies. This will help manage your expectations.
8. Collaboration and partnership are Everything
Our model is a collaborative and partnership-based relationship. We involve them in decision-making processes, seek their input and feedback, and actively listen to their concerns.
9. Providing Exceptional Customer Service
We deliver exceptional customer service to our partners by being responsive, proactive, and attentive to their needs. Address any concerns or issues promptly and provide timely solutions. By providing excellent customer service, we build long-term relationships.
10. We Learn from Feedback
We ask for feedback! We want to know how we are performing, where we have the opportunity to improve, and how we can better serve our clients. Glow Up isn't just our name, it is a core value that we are not exempt from growing, evolving, and elevating! Continuously improving the services we offer, how we offer them, and our client's experience is embedded in our mission.