Managing Client Expectations as an eLearning Professional

There’s an old proverb that goes, “Expectation is the root of all heartache.” Well freelie, we’re here to tell you that managing client expectations is no different. It’s inevitable that at some point in your career as an eLearning professional, you’ll run into some erm…challenging…clients.

Managing client expectations will be one of the most valuable lessons you can learn early in your career. It’s absolutely crucial that you create and maintain your reputation as the client-first, expectation-meeting, pleasure-to-work-with, extremely-good-looking ID freelie that we know you are. (You’re doing great, sweetie).

Our world is more connected than ever thanks to social media, texting, and messaging systems. Just the other day, we received a messenger pigeon via LinkedIn’s new 24-hr robo-bird drone service!

Because of this seemingly unlimited communication network, your clients are often expecting 24/7, constant customer service with access to you at any old time. That’s a lot of opportunity for clients to pester ya, but it’s also a big chance for you to flex your customer service skills, and managing client expectations successfully is a huge part of that!

So, how do you manage client expectations while also maintaining top-notch customer service and not losing your mind in the process? How can you keep your “trickier" clients happy, all your relationships intact and more gigs coming? Read on to

find out!

Set Expectations Up Front

Setting expectations for your client, and yourself upfront is crucial at the outset of a project. You want to give your client a clear, realistic idea of what to expect from you and your deliverables. Emphasis on “realistic!” We can’t stress this enough— be HONEST with your client.

Sure, you could attract tons of clients by promising lightning-quick turnaround times and low rates but if you aren’t able to deliver on those promises, you can kiss an equal amount of clients bye-bye. It’s a great idea to make promises, as long as they’re realistic and you feel confident that you can make good on them under x conditions, in x amount of time, for x amount of money.

There’s a lot of talk in the customer service world about “exceeding expectations.” We’re going to tell you something you may be surprised to hear from us. Don’t get caught up in going above and beyond your clearly communicated set of expectations. As long as you’re fulfilling your end of the deal to the best of your ability, you’re doing your job! You know what they say, “pobody’s nerfect!”

Be Honest With Your Client

Now, what happens when you run into a problem meeting those clearly established client expectations? Don’t panic! It’s ok, and actually very crucial, to be as transparent with your client as possible. If you’re having an issue meeting a deadline, just tell them that! Maybe leave out that you were up crying all night because you accidentally watched “Marley and Me” on cable and lost track of time. No one said you had to tell them EVERYTHING. C’mon now!

Your client will respect regular, open lines of communication. Keep them updated on your progress as often as you can, whether things are going beyond perfect or a little slow. And if something has gone wrong, the sooner you can communicate that to them the better. You want your client to be on your side for the length of this project and maybe even future ones and honesty will engender that.

Also, try your best to be flexible— to move with the ebbs and flows of your client’s needs. Honesty is important but so is your ability to come up with solutions that work for both of you! It’s ok if things aren’t going exactly as planned, as long as they’re

still going.

Be Open to Constructive Feedback

There’s no denying that it can be hard to receive criticism, no matter how well-intentioned. Some of us are still trying to recover from the abject terror of reading the words “see me” scrawled across our homework. Some of us…

Anyway, it’s good practice to make yourself open to constructive feedback from your clients. Open up your mind, heart, and ears and really take in what they have to say. Try to figure out where and how you’re not meeting client expectations. Where can you improve your work? Are you communicating clearly and regularly with your client?

Also, be sure to scope out feedback you’ve received elsewhere on the internet. You’re bound to find reviews or testimonials of your work somewhere out there. It’s easy to become defensive when receiving feedback—we know how much hard work you put into every gig you book. But you should try to think of yourself as a “work in progress,” always striving to improve your performance and assess yourself with honesty— and kindness!

Plus, self-assessment will help you better understand and support your client’s needs. Try to put yourself in their shoes to really work out the kinks and resolve any issues they may be having with your work or process. At some point, you may even be able to predict your client’s preferences before they become problems in the

first place.

Remain Professional

This one is pretty obvious— no matter how frustrating of an experience you may be having managing client expectations, remain professional! Don’t lose your temper and definitely keep all communication amicable, client-first, and constructive. If you feel like you’re going to blow a gasket, it’s ok to walk away from your work for a bit to center yourself and take some deep breaths.

Ya know the old saying, “The customer is always right?” Well, that one still rings true. Summon your inner Mister Rogers and problem-solve with compassion, freelie.

That being said, it’s never OK for a client to speak to you in a disrespectful or degrading manner. Be sure to take care of yourself in this process too!

Conclusion

There’s no doubt that it can be intimidating to manage client expectations when you’re just starting out.

We hope these tips have given you a warm, bear hug of comfort and guidance as you navigate the choppy waters of the freelance ID biz. You can do this!

Follow these tips and your outstanding customer service skillz will be the crown jewel of your brand identity! We have great expectations for you.