How to Manage Client Expectations and Set Boundaries | The Journey

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1:45 How do I manage client expectations?
1:53 Response times
2:52 Scope of work
4:08 Milestones and deadlines
4:50 Respect for time
5:33 Consulting
6:40 Behavior
6:59 Communication types
7:32 Work required
8:09 Participation required

As a freelancer or service provider, you want your client to like you, so you tend to jump when they say jump. You also want to get a great testimonial and future referrals, so you might cave to crazy client requests instead of standing your ground.

You probably find yourself doing things you wouldn’t normally do because it’s easier to say yes than to have a tough conversation. But when this goes on for too long, you begin to feel resentful of your clients and taken advantage of. Then when we’ve hit our limit, we get mad, blame the client, and things slide downhill really fast.

By not setting clear expectations and establishing boundaries upfront, you’re teaching clients to keep asking and keep pushing because you keep saying yes. Don’t worry, if you don’t have a comprehensive client onboarding system in place yet, that’s OK.

Primarily, there are two critical aspects of client onboarding that you can’t ignore:
1. Setting clear expectations.
You want your clients to love you, you want to make them happy, and you want them to tell all their friends about you when the project is done. Communicating exactly what you expect of the client and how specific situations will be addressed can sometimes feel like we’re putting that at risk.

Here are nine things you need to communicate when setting expectations with clients:
Response times
Share how long it takes to receive a response to an email or phone call.
Scope of work
Let the client know what happens if the scope of work changes. Explain what constitutes a scope change or new request and how the process of managing changes and new requests works.
Milestones and deadlines
Make sure the client understands that the milestones and deadlines you both agreed to are serious. Communicate what is expected of you and what is expected of the client to meet each project milestone, as well as what happens if the work doesn’t get done or if one of you misses a deadline.
Respect for time
Talk with the client about the value of your time and of their time. Let them know that you’ll show up on time and ready to work for every meeting and that you expect them to do the same.
Consulting
Reassure your client that you’ll be providing consulting along the way to ensure the project’s success.
Behavior
Remind your client that you like working with nice people. Let them know that you’re happy to help them in any way you can, but you will not tolerate mean, rude, hurtful, or offensive behavior.
Communication types
Be crystal clear about how the communication with your clients will be happening.
Work required
Be honest with your clients about how much work they will have to do to complete the project, what support you provide (if any), and how the work needs to be provided to you.
Participation required
Let your client know that this is an interactive process and you’re going to need them to participate fully and engage with you or your team as needed, providing background, input, feedback, and revisions.

2. Establishing realistic boundaries.
Setting and managing client expectations and establishing boundaries go hand-in-hand because they’re both all about helping your client to be a great client and feel more comfortable with the investment and the process.

Here are five things you need to communicate when establishing boundaries with clients:
Availability
Share when you’re available.
Response time
Let the client know what happens if they email you or call you outside of normal business hours and when they can expect a response.
Social media
Everyone uses social media, but just because you’re on Facebook at 8 p.m., that doesn’t mean your client can ping you through Messenger to ask questions about their project.
Communication types
Be sure your client understands what types of communication tools are off-limits or not accepted.
Location
If you work from home, you might need to communicate that you do not take meetings from your living room.

Taking the time to educate your client on what you expect of them, what they can expect of you, and when and how you’re available not only sets your relationship up for success but ensures that you don’t get run ragged by an out-of-control client who keeps asking you to jump through higher and higher hoops.

The Journey is what everyday entrepreneurs, like you, need to follow in the pursuit of online success. Our experienced GoDaddy Guides are here to take you through all the steps, both big and small, that you encounter every day.

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