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Build a Stellar Client Relationship by Managing Realistic Expectations

Build a Stellar Client Relationship by Managing Realistic Expectations

A reality IT recruiters face is that some gigs are going to go wrong. The contractor and client get off to a good start, and then a few months in, we get a call that things aren’t working out. There are a number of reasons IT contracts crash and burn — personalities, lack of skills, poor leadership — but many times, we learn that the situation could have been avoided if more clear expectations had been set up front. Obviously, the contract between all parties defines the project and deliverables, but a good working relationship has to be built on more than is typically written in a contract.

Failing to define realistic expectations with your client, your team, or anybody involved with an IT contract can lead to damaged relationships and unnecessary conflict. As the project progresses, all parties may make assumptions that drift further and further apart. Suddenly, when one person thinks everything is running smoothly, another is disappointed and angry at the status.

A standard contract will define the final deliverables, expected hours to be worked, location, duration and rate. But there are always other smaller expectations to be discussed upfront with your client. For example, you might ask your client for more details about the final deliverables, their own goals for the project, and milestones they would like to see met. It’s also the time to be upfront about your own limitations to avoid and scope creep. For example, which days you are unable to work and which skills you do not have (and never claimed to have).

Expectations are not limited to complete projects and should be set on a micro level as well. One example is meetings. These are frequently referred to as a waste of time because proper expectations were not set. If everybody attending is aware of the goals, desired outcome, expected duration and who will be in attendance, it not only helps them prepare, but you know if the meeting was successful at the end. When it’s a waste of time, everybody will understand why and can work to improve it.

How Can You Set Realistic Expectations with Your Client?

The earlier you can set expectations to ensure everyone is working towards the same, common goal, the more efficient the project will be. Here are a few tips to get you on your way:

  • Don’t assume anything. Put everything on the table and ensure you both clearly understand each other’s expectations, desired outcomes and definitions of success. Understand what’s a must-have and what’s nice-to-have.
  • Eliminate the fluff. We’ve posted many times about realistic SMART goals and expectations should follow the same guidelines.
  • Build your communication skills. It is impossible to understand expectations if you cannot communicate your own. You also have no control over other people’s communication abilities, so yours need to make up for their shortfalls.
  • Confirm it all in writing. Not everything has to be in a formal contract, but a follow-up email summarizing the agreed expectations can be invaluable.
  • Provide updates. Things are going to go wrong and off-track, and that’s ok. But if expectations were never adjusted, there is going to be disappointment when reality is revealed.

What expectations do you set with your clients before beginning a project? What about with your recruiter? Are there any discussions you like to have upfront before moving forward on an application? Please share your opinion in the comments below.