Properly setting a client’s expectations will save everyone heartaches and headaches down the road. I learn the art of setting a person’s expectation early in my career as a Customer Relations Manager. It was my function to go in after the sale of a Computer Aided Design systems and outline with the client exactly what was purchased, what it would do, what it would not do and when the system would be delivered and set up. There were always misaligned expectations. For example, every once in a while a client would think the database software came installed with their company’s parts library. I had to let the clients know that after the training was complete his staff would be constructing the parts in the library one component at a time.Because the software was so complex and many times the sales person discussed what the software features did today and what it would do in the future, a client or two would suppose the current software would do everything the salesperson had mentioned. I had to draw distinctions between what the current release would do and the future software enhancements. 

It may be best to set the expectations down on paper in the form of a letter proposal or brief contract. Things can be kept simple yet be exact.

When you set the customer’s expectations by promising to deliver your product or service at a specified time don’t make excuses - deliver it when you said you would.

If you quote a price then stick to it. The client has little reason to believe what you say the next time you do business together.

Tags: Best Practice, Customer Care