By being clear with what you expect from them, and what they should expect from you, you ensure you’re working on a level playing field with no barriers or obstructions.

You need to understand them

In order for you to set accurate, realistic and reasonable expectations, you need to understand your clients. Take the time to learn:

• Their current situation

• Their pain points

• Why they need your services (not just why they want them)

• Their goals

Without this information, the expectations you set will be simple guesswork.

They need to understand you

During this process, it’s critical that your clients and prospects understand the value you can bring them. They need to be confident in, and trust, your ability to execute.

Be clear about what you can do for them and the value you can bring.

Have you done all you can?

If you’re dealing with an existing difficult client, have you done all you can to set expectations, sell certainty, price correctly, etc.?

You can use this flowchart (click to expand) from GoProposal to understand if you have done all you can to work with this client, or if it’s time to exit them from your roster.

“This diagram is deliberately designed to make you accept responsibility for how you’re creating these tough clients,” explains James.

Honest, open communication

Setting expectations and understanding value is nearly impossible without clear communication.

Communicate with clarity and with intent.

Set expectations and sell certainty from day one, and you will immediately notice the difference in your clients’ behavior.