Important Competency

No professional likes to have clients who don’t appreciate them or value their work. When there is friction or misunderstanding, the work becomes more difficult simply because of who the work is for. That’s why maintaining or restoring positive client relationships is such an important competency.

Difficult Clients

But it’s hardly ever the case that clients intend to be difficult. They only want what they expect. When they don’t get it, they are disappointed and may become…well…”difficult.” The question becomes whether their expectations are ones you are able to meet. Sometimes yes; sometimes no.

Sometimes we forget that clients have expectations about everything, even if they don’t tell us or we fail to ask about. Just because we don’t know about them, doesn’t mean we aren’t expected to meet them, even the ones we never agreed to.

Prevent Difficulty

One very simple and easy practice to eliminate client disappointment is to ask them about what expectations are really important to them. “Besides the obvious expectations of accuracy, timeliness and efficiency, is there anything else we should know about?” This inquiry is appropriate for new and existing client engagements. If you don’t ask, you won’t know, and it establishes a stronger trust relationship.

There are many client meetings being held over the next two months for year-end planning. These are opportune times to clarify expectations for the spring engagements. These meetings are one of the few contacts you have with them where you aren’t requesting information. Build your trust relationships by demonstrating that you care about meeting their expectations.

Establish Trust

How difficult would it be to include a question about their expectations in your meetings this fall? Establishing trust relationships with your clients is such an important competency.