Managing Client Expectations
Managing client expectations starts before the first meeting. The level of professionalism and courtesy extended before the initial client meeting helps to set a level of expectation.
During meetings, take a few minutes to confirm the purpose of the meeting and their outcomes. One way of managing client expectations is to confirm in writing key decisions and actions in the form of a meeting report/record. This should include the following headings:
- Location
- Date and time
- Names of those attending
- Purpose of meeting
- Client reporting structure
- Description of client’s operation
- Description of the client’s issues/challenges/problems
- Your initial thoughts on resolving the problem/issue
- Actions
- Next meeting date/time/place
- Duration of meeting
These headings can be modified to record other client meetings at different stages of the coaching process.
Click on the lesson title under the “Next” button below to access the following lesson.