Expectation setting is a key component of anything we do whether it be planning family activities for the weekend or working with a client. From a sales perspective, setting expectations with clients is one of those activities that many know they need to do but don’t do enough.
Recently, we won some new business for a client, and I would have loved to have their product ready for delivery early or at least on-time, however, due to forces outside of our client’s control, the product simply wouldn’t be ready by the initially scheduled shipping date. So what did I do, I called and explained the situation right away. Was the end client happy, not really, but they understood and recognized that we were dealing with forces beyond our control and accepted that we were doing our best; although a delay was not ideal, it was fine. What they appreciated the most was the fact that we called and gave them the heads up. We didn’t wait until the last minute to let them know. This way they can go to their boss and explain the situation.
This situation sort of reminds me of being stuck on the highway in a traffic jam and you have no idea why. There is nothing worse than not moving on the highway, when you’re supposed to be going highway speeds, so being stopped seems wrong altogether. But, it happens. Not knowing why I am stopped gets me worked up a bit and I know there is nothing I can do about it. But once I know what has caused the slow down (or the expectation has been set), whether it be construction or an accident, I at least feel better even though my situation hasn’t improved. If I would have known in advance, then I might not be happy about the delay but wouldn’t be surprised by it.
Under promise and over deliver. We've outlined 4 tips to keep in mind when setting expectations with clients so that parties feel happy and comfortable with the terms:
- Be honest and upfront right from the start
- Don’t set yourself up for failure, be realistic and play for the win:win situation
- Clients understand that challenges can arise (it happens to them as well) and they appreciate you being direct with them
- Always remember to be empathetic when setting expectations, especially when the news may not be good (e.g. a delay of some sort has happened); remember, they have their own goals and expectations to meet internally and for their clients
So sales, like life, is about expectation setting. As a sales person, don’t be afraid to be honest and upfront even though it could cause some stress with a client. Better they know upfront rather than when it is too late.
If you are looking for some help with your sales and in turn the expectation setting that goes along with it, feel free to contact us. We would love to see if we can help.
