If you are a service provider, then you know how difficult it can be to manage client expectations.  After all, it's a moving target.  Stationary one day, fluid, and moving quickly the next.  They grow, they shrink, they change color, they even morph into something that has no recoverable features of the original expectation whatsoever.  And how satisfied, or dissatisfied, your clients are with you and your service, is largely determined by these expectations, and how well you manage them.  So how do you approach this?  How do you keep your arms around something as slippery as client expectations.    

It's not easy.  How you perceive your performance (your expectations), and how your customer perceives your performance (their expectations), may often be worlds apart.  If the client views you as a poor performer, than you are a poor performer.  It doesn't matter what you think.  Perception is reality.  On the other side, if your client views your performance as exceptional, it is.  Even if you know it isn't.  You now run the risk of lowering your own standards.  And it won't be long before performing at your newly adopted standards will cost you a customer.  To avoid this pitfall, strive for exceptional performance with each client you service.  It will have a significant effect on how well you manage expectations.      

If client satisfaction wavers, find out why.  Is it on your end, or theirs?  Maybe something happened internally that you should know about.  Watch for signs.  More-than-normal closed doors while you are visiting them.  Management changes.  Less frequent communication.  If changes are occuring within your client's four walls, so likely are their expectations of you.  If you are not in touch with these changes, and the resulting changes in expectations, how can you begin to manage them?   If you are doing something wrong, find out what it is, and stop doing it.  If you are doing something right, find out what it is, and keep doing it.  But, don't continue blindly.  Keep your finger on their pulse.  Sooner or later, it will change.  If you can't figure it out, and you just can't get ahold of these client expectations, there's a great idea out there that seems to work.....ASK THEM!  Don't get so wrapped up in your own environment, and the services you are attempting to provide, that you lose sight of what's going on in your client's.  Another good way to approach this is to put yourself in the position of the customer, and ask yourself what's most important to you from a service provider.  You and your customer will likely have the same answer.   

Let's get away from the service for a moment, and look at the process.  Many times it is the process itself that makes clients more happy with us than the actual product/service we provide.  It's the whole 'experience' of dealing with us.  The human element.  Do not shove aside how important this is to achieve.  Focusing on this process is an investment into the actual relationship itself.  Customers who appreciate the way they have been treated, are likely to accept a few mistakes here and there.  When forgiveness is granted, you know how well you have cultivated the relationship.  When they seem overly concerned with seemingly small issues, they probably don't trust you yet.  A little focus on the human element can give you some leeway in delivering the technical element.   

Remember the last time you had to wait for something.  Anything.  A return phone call you had expected, or a doctor's appointment, or 'why isn't this plane taking off?'.  If you don't know why you are waiting, you become irritated.  If you do know why, you are more apt to accept it, providing the inconvenience doesn't become excessive.  Minimize uncertainty.  Inform your clients as best you can.  If they are waiting, their expectations are unclear.  If they are informed, you have just 'managed' those expectations.  As certain as it is with employee performance problems, the number one reason for failure in the client's eyes is unclear expectations.  

More often than not, these types of problems are the result of minor miscommunications.  Something that is easy to avoid.  Do not assume that expectations are clear, in your eyes, or your clients.  Restate them.  Strive for clarification.  Check and double-check.  Ask for confirmations.  And most of all, never assume that you and your client have the same understanding.  Same could be true with your spouse....

....and your kids....

....and your boss....

....and your neighbor....

....and your dog....

....and....