I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
-Maya Angelou
Managing client expectations is an art form.
It’s not just about providing quality work to your clients; it’s about navigating the delicate balance between what clients want and what is actually realistic. This is when setting clear boundaries and communicating effectively becomes the number one priority for client experience.
The Importance of Managing Client Expectations
When clients reach out to learn more about your services, they often come with a set of expectations. These expectations can vary greatly and they may not always align with what you can reasonably provide. In that case, it's your responsibility to be fully transparent from the very beginning.
Setting Clear Boundaries
Setting boundaries doesn’t mean being rigid, inflexible or showing a lack of compassion. It's about being honest with what you provide, your availability and what clients can expect from you. Here are some of my go-to tips for setting clear boundaries:
Define Your Services: Clearly outline what your services include in multiple places. Though the level of detail can vary from place to place. For instance, you may not have the same level of detail on your website that you would on an invoice or a booking proposal. But outlining the gist of what clients can expect with certain services is a must.
Establish Communication Channels: Specify how and when clients can reach you. Setting specific communication hours or response times particularly on website contact forms or instant replies helps manage expectations and reduces the likelihood of clients expecting immediate replies twenty-four-seven.
Anticipate Your Clients Needs: When you anticipate the needs of your clients and or any questions they may have "and start thinking like the customer" instead of the expert, you can remain in control of the process, establish your expertise and build trust. When your clients trust you, they will gladly hand over the reigns and let you guide them through the whole experience.
Address Turnaround Times: Clearly outline your turnaround times in person, via email, in any guides you share, etc. and then make it your priority to honor this. If you need to add in a little buffer of time, in the case of emergencies - do this. Treat the gallery delivery like a deadline and do your best to meet that deadline each and every time. It will build trust, loyalty and respect.
Communicating Effectively
Effective communication is the cornerstone of successful client relationships.
I'm going to say that one more time -
Effective communication is the cornerstone of successful client relationships.
It's not just about conveying information; it’s about actively listening, understanding client needs and managing expectations. And I believe when all of that is done with the client's heart in mind; with compassion, with empathy for their values and with respect for their investment, it goes even further.
Here’s how to communicate effectively with clients:
Listen Actively: Take the time to listen to your clients. Listen to their needs, their concerns and their feedback. Value their input even if it doesn't drive change, listening intently and with compassion has a place in business when you're working with people.
Be Transparent: Transparency builds trust. If you don't feel as though you can provide what your clients are expecting to receive, say something. Be upfront. Point them in the right direction even if that means they're going elsewhere. At the end of the day, serving clients is the goal and if you do not offer what they are looking for or truly feel like that you cannot meet their vision for whatever reasons, it is so much better to be honest and communicate that this is out of your scope of services. Clients appreciate honesty and are more understanding when they’re kept in the loop.
Set Realistic Expectations: Don’t promise more than you can deliver. Be honest about timelines, potential obstacles such as rain delays, weather forecasts, lighting limitations, misc. reasons to reschedule, etc. Setting realistic expectations from the start prevents disappointment down the line and helps educate your clients on why you run your business the way you do.
Provide Regular Updates: Put workflows in place to keep the "ball rolling." Whether that's sending emails as you're planning the session, suggesting how to properly style or prepare for the session or checking in and confirming the session two weeks prior. Keep your clients informed so they feel involved in the process. When you're working with people, it's so important that they feel involved and empowered and providing updates not only informs clients of what they should be thinking about but it reminds them that you've got this - you're in this together and it's a priority of yours as well.
Introducing the Email Template Pack . . .
To help beginner photographers streamline their communication with clients, spend less time in their inbox responding to similar questions or drafting the same email response over and over, I’ve created an Email Template Pack designed to provide effective client communication.
This pack includes more than 10 carefully crafted email templates for various scenarios from session inquiries to gallery deliveries and more.
Save time, maintain consistency in your communication and rest easy knowing that you’re conveying key information effectively to your clients. Whether you’re a professional photographer or just starting out, having a library of tried-and-true email templates at the tips of your fingers can greatly enhance your client experience while saving you time and energy down the road.
That's a double win in my book.
Remember, successful client management isn’t just about meeting expectations; it's about doing so with compassion, grace and understanding. It's about being transparent and providing clear expectations for the client and yourself. It's time to elevate your client relationships and set yourself apart.
Grab the Email Template Pack here.