How to manage your clients expectations for optimal satisfaction

As an SEO consultant, managing clients expectations are an absolute must for the success of a campaign and a long term client relationship. There has been a lot written on managing campaign expectations but what is often missed is managing a clients expectation when it comes to work flow, costs, availability, etc.

In my younger years, I would answer a clients phone call no matter what. In fact, I am often ridiculed by friends and family about a client I used to have where I did a 1 hour strategy session on Christmas.

The problem is that if you give them it once, they will always expect it. If you set the expectation by answering an email or phone on a night or weekend, they will not only expect it in the future, but they will get upset with you in future weeks if you do not do the same.

In the very beginning of a client relationship, you should have a meeting or phone call that outlines expectations from one another, including:

1. When they will be able to reach you.
2. When they should pay you (and how much they should pay you)
3. How long it could take for you to respond to a phone or email
4. If you will work nights and weekends, what is your rate?

Nothing will start off a relationship better than if the above are done in the very begining. Set the expectation and create your parameters. More importantly, no matter how much you want to respond to a client outside these parameters, dont. If you give once, they will expect it (rightfully so) in the future.

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