Understanding Client Expectations in Consulting

Effective client management begins with proactive engagement, anticipating needs and potential hurdles. Mastering the art of listening plays a crucial role in this approach, allowing us to gain deep insights into our clients' operations and strategic objectives. Imagine setting the stage at the beginning of a project by discussing with your client: Dependency Exploration: 'Can we discuss any dependencies your team has on this project’s milestones? Understanding these can help us ensure alignment and timely delivery.' Impact Assessment Question: 'Should unforeseen delays occur, what impacts would be most critical to your operations? This will help us prioritize our project management and contingency strategies.' Preventive Planning Query: 'What preemptive steps can we take together to minimize potential disruptions to critical milestones?' Success Criteria Definition: 'How do you define success for this project? Understanding your criteria for success will guide our efforts and help us focus on achieving the specific outcomes you expect.' These discussions are essential for building a roadmap that not only aligns with the client’s expectations but also prepares both sides for potential challenges, reinforcing trust through transparency and commitment. By adopting a listening approach that seeks comprehensive understanding from the onset, we can better manage projects and enhance client satisfaction. Let’s encourage our teams to integrate these listening strategies into their initial client engagements. How have proactive discussions influenced your project outcomes? Share your experiences and insights. #ClientRelationships #AdvancedListening #BusinessStrategy #ProfessionalGrowth

Over the past 20 years in market research, many project issues I've seen stem from mismanaging client expectations. Whether you work for a research firm, an agency, a consultancy, or any other business that involves regular client discussions, here are 4 pointers. 1️⃣ Communication—Regularly communicate, candidly ask the client how often they want updates, and never let a week go by without touching base, regardless of the project stage. Anticipate questions and answer them before they ask. A client sending an email asking, "What's the status of...?" is a failure on your end - within reason. Lack of responsiveness leads to mistrust, even more micromanagement, skepticism, and other issues that can be snuffed out by communicating openly. 2️⃣ Be Realistic—We all want to say "yes" to clients, but there are often ways to showcase your experience and expertise by being honest about what can be achieved with a given timeline and budget. The expectation could be a lack of understanding about the process or industry norms. Underpromise and overdeliver versus overpromise and underdeliver. Those honest conversations may appear inflexible, but they're often more about setting expectations and setting up both parties for long-term sustainable success. Saying "no" to this project could be a better long-term decision for the account than saying "yes" and failing with no second chance. 3️⃣ Understand Perspective—Take the time to actively listen to your client's needs, goals, and priorities. It goes beyond listening and includes asking smart (and sometimes bolder) questions to get a complete understanding. What drove the need for research? Why is receiving results within 2 weeks crucial? What happens if you don't receive results in 2 weeks? Understanding what's pushing the decisions behind the scenes can be a game changer. 4️⃣ Solutions Over Problems—Never present a problem or an issue to a client without a path forward. "This happened, but here are 3 things we can do to fix it." You need to be more than someone who relays information, you need to be a true consultant. Be able to justify each recommendation and explain the pros and cons of each path. -------------------------------------- Need MR advice? Message me. 📩 Visit @Drive Research 💻  1400+ articles to help you. ✏️ --------------------------------------

3 Out of 4 Projects Fail Due to Misdiagnosis... here’s how to change that. The Doctor Framework: In a consulting world crowded with “solutions,” what if the secret to true client impact was a shift to diagnosis first? The Doctor Framework is designed to help senior executives-turned-consultants leverage their expertise in a solutions-based sales approach. Here’s why this method is a game-changer for creating long-term client relationships and real outcomes: 1. Diagnose the Pain 🩺 Much like a doctor would with a patient, this phase is about identifying core issues... not just symptoms. Research shows that 80% of s uccessful client interactions hinge on active listening (HubSpot, 2021). For consultants, that means asking pointed questions and focusing on what the client’s really saying... often between the lines. This phase sets the tone for trust and accurate problem-solving. 2. Verify & Prioritize 📋 Too often, consultants jump to solutions without fully verifying the core problem. In fact, 75% of misaligned projects stem from a misunderstanding in the initial discovery phase (PMI, 2022). Encourage clients to prioritize their biggest hurdles and validate the diagnosis before prescribing. This ensures they’re bought into the process, which paves the way for collaborative solutions. 3. Co-Create the Solution 🤝 People support what they help create. Rather than prescribing a one-size-fits-all answer... work with clients to co-create their roadmap, personalizing it to their needs. This consultative approach builds trust and client ownership, leading to better buy-in and outcomes. According to LinkedIn, solutions tailored with client collaboration improve client retention by 42%. 4. Start with Small Wins 🏆 Quick wins build momentum. In fact, research from McKinsey shows that starting with small but impactful projects leads to a 30% higher likelihood of client re-engagement. The goal is to: - secure initial buy-in - build credibility - set the stage for longer-term partnerships. Propose a quick-hit project to deliver immediate results, reinforcing the client’s confidence in both the process and the partnership. 5. Become the Trusted Advisor 🔗 Once the foundation is laid, follow-up and deepen the relationship. Check-in regularly, provide added value, and actively look for new opportunities to expand your impact. By positioning yourself as a long-term ally, not just a vendor, you’ll move from “consultant” to “advisor.” Statistics reveal that 90% of clients who see consistent value are more likely to refer additional business. Ready to level up your consulting approach? Implement the Doctor Framework and start creating meaningful, lasting relationships. Anything you'd add?

Client: "We want to extend ‘Sarah’s’ contract." ‘Sarah’: “I want to move on.” Now what? I hear this all the time: A client wants to keep our best consultant forever, but the consultant feels restless. They’re ready for the next challenge. Here’s the thing about great consultants: They became consultants because they want variety. They joined your firm to solve different problems, learn new industries, and work with different teams. If you keep them on the same project too long, they’ll find variety at another firm. Running a consulting firm means 𝘆𝗼𝘂 manage staffing. Not your client. If you let clients decide who stays, you’re handing over your most valuable asset: your people. And here’s the risk: If you keep ‘Sarah’ on the project just to keep the client happy, Sarah stays... for a while. Then Sarah burns out. She leaves. Now you’ve lost your A-player for good. Instead—pivot: Talk to your client. Manage that relationship. Give them another ‘Sarah.’ Another A-player. Not someone junior. Not someone "good enough." Someone equally talented. Yes, the client might panic for two weeks. But then they’ll realize you were right. The new person is just as capable. Sometimes they even bring a fresh perspective that ‘Sarah’ couldn’t. Everyone wins: → Client gets continued excellence. → Sarah stays engaged & loyal. → Your firm retains top talent. Here’s the secret: Clients don’t 𝘢𝘤𝘵𝘶𝘢𝘭𝘭𝘺 want a specific person. They want 𝘤𝘰𝘯𝘴𝘪𝘴𝘵𝘦𝘯𝘵 𝘲𝘶𝘢𝘭𝘪𝘵𝘺. There will always be tension between what a client wants and what your consultants need. But if you manage staffing thoughtfully, you can retain talent, keep clients happy, and grow a resilient firm. That’s the real consulting balance.

One of the most common sources of conflict and stress in our professional and personal lives is unexpressed expectations. These silent assumptions can lead to misunderstandings and strain relationships. Brené Brown Education and Research Group, in her book ‘Atlas of the Heart,’ brought attention to this issue, stating “Expectations are resentments waiting to happen.” Given this, I wanted to find an approach to navigating these unspoken expectations and came across a quadrant framework that I’ve adapted to use with my clients. The horizontal axis represents the degree of expression of the expectation, detailing how openly it is communicated. The vertical axis, on the other hand, represents the level of understanding of the expectation, capturing how well it is internalized by others. Here’s what’s happening in each area: Expressed and Understood (Quadrant 1): The ideal scenario where communication is clear, and expectations are mutually understood. Aim to be here by articulating your needs and verifying comprehension. Expressed but Misunderstood (Quadrant 2): You’ve spoken, but there’s a disconnect. Reiterate your expectations and ask for feedback to ensure understanding. Unexpressed but Understood (Quadrant 3): Rare but possible. If someone intuitively meets your unspoken needs, celebrate it, but don’t rely on it consistently. Unexpressed and Unknown (Quadrant 4): The most problematic area, filled with “stealth expectations.” Avoid this by speaking up about your wants and needs. Here’s how to utilize this framework: - Identify where your expectations fall in the quadrants. - Strive to express and validate your expectations, aiming for Quadrant 1. - Keep open dialogue about how those expectations are being met and be open to feedback. By applying this approach, you can foster clear communication, healthier relationships and a more balanced emotional state. Where do your expectations typically fall, and what can you do to express them more effectively?

Most coaches think:   “If I deliver results, the client will be happy.” But that’s not always true. Because success is subjective.   It depends on what the client thought would happen. Here’s the real formula for client satisfaction:   Expectations – Reality = Happiness If you promise too much and reality falls short, they’re disappointed. Even if you delivered a great result. If you set realistic expectations and beat them, they’re thrilled. Even if the progress was slower than they hoped. That’s why the first step in client success isn’t delivery.   It’s alignment. Here’s the 3-step process we use to create happy clients inside Opny: 1/ Align Sales and Success · Clients get frustrated when salespeople sell a dream, but client success delivers something else. · Before onboarding, confirm outcomes, timelines, and fit.  · Make sure they know exactly what they signed up for. 2/ Set Clear Expectations · Don’t assume they understand the process. Tell them what to expect at every stage. · Explain what success looks like and how long it’ll take. · The clearer you are, the less confusion there is later. 3/ Show Progress Often · Most clients forget how far they’ve come. Remind them. · Celebrate small wins. · Track milestones. · Reinforce the transformation they’re going through. Happy clients don’t happen by accident.   They happen when expectations and delivery align. Your results don’t matter if your clients don’t feel them.   Make sure they see it. Believe it. Own it. That’s how you build loyalty.   That’s how you scale. Are you using this system in your business yet? Reshare ♻️ to help others who need to hear this. And follow me for more posts like this.

Defining the Relationship (DTR) in Consulting "DTR" stands for "define the relationship." In romantic relationships, it's the conversation where partners clarify their intentions—whether they're casually dating, exclusively dating, or moving towards a serious commitment. In consulting, we also need to define the relationship with our clients. Here's how a DTR conversation might look in a consulting context. When starting with a new client, ask: Are we providing casual advice (more like coaching) or in-depth consulting? If we're providing coaching, our role is more about offering suggestions and influencing the client to implement them. If we're consulting, we take a more hands-on approach, guiding the client through each step. Are we the only consultant or part of a larger team? This defines the level of collaboration and the scope of our involvement. Is this an assessment or a full-blown project? An assessment might involve analyzing the client's situation and providing recommendations. A full-blown project includes implementing those recommendations and delivering hard outcomes. Here’s a simplified version of how we might discuss this with a client: Consultant: "Thank you for choosing to work with us. Today, we aim to clarify our relationship to ensure we are aligned on goals and expectations." Client: "That sounds good. What do you need from us?" Consultant: "Let's start by discussing your primary objectives. What are the main outcomes you hope to achieve through our partnership?" Client: [Client describes their goals] Consultant: "Thank you for sharing. Based on your objectives, are you looking for coaching advice, current snapshot, or a full-scale project with specific outcomes?" Client: "We are looking for a full scale project to help us implement changes." Consultant: "Great. To achieve these goals, we will provide detailed guidance and work closely with your team. We'll have regular check-ins and progress reports. How does that sound?" Client: "That sounds perfect." Consultant: "Excellent. Let's draft an engagement plan outlining our roles and responsibilities. Once we agree, we can start implementing immediately. Any final questions?" Client: "No questions. We're ready to move forward." Consultant: "Great! We look forward to a successful partnership." Just like in romance, defining the relationship in consulting sets the stage for a successful partnership. By clarifying intentions and roles, both parties ensure alignment and pave the way for shared success. What are your experiences on either side of this conversation? #Consulting #ClientRelations #BusinessGrowth #Strategy #Partnership

We said "NO" to a client, and you should too if they don't clear the check list. A few months ago, we had a client who had an e-commerce business that he wanted to scale through us. We went through almost 5–6 meetings to get to know his brand and his objective for the same. He had all the resources ready and was well equipped with the knowledge. However, he was lacking on COMMUNICATION. Communication of his vision, what he wanted from us, and how he wanted to scale his business. He lacked at expressing his thoughts into words. We did our best to understand him and his brand, but our thoughts were not aligning, and however, every meeting had an open-ended outcome. No one is to blame over here, But it is important to know that if your client is aligning with your thoughts and efforts or not. Here is the 𝗙𝗥𝗘𝗘 𝗖𝗛𝗘𝗖𝗞𝗟𝗜𝗦𝗧, which you can use to understand your client better and get them on board. ☐ 𝙎𝙩𝙧𝙖𝙩𝙚𝙜𝙞𝙘 𝘼𝙡𝙞𝙜𝙣𝙢𝙚𝙣𝙩: Does the brand's vision and goals match our expertise? Do we share a common understanding of success? ☐ 𝙍𝙚𝙖𝙡𝙞𝙨𝙩𝙞𝙘 𝙀𝙭𝙥𝙚𝙘𝙩𝙖𝙩𝙞𝙤𝙣𝙨: Are the client's expectations for timelines, budget, and results achievable? Have we discussed potential challenges and limitations? ☐ 𝘾𝙡𝙚𝙖𝙧 𝘾𝙤𝙢𝙢𝙪𝙣𝙞𝙘𝙖𝙩𝙞𝙤𝙣: Is the client responsive, communicative, and open to collaboration? Are decision-makers easily accessible? ☐ 𝘿𝙚𝙘𝙞𝙨𝙞𝙤𝙣-𝙈𝙖𝙠𝙞𝙣𝙜 𝘼𝙪𝙩𝙝𝙤𝙧𝙞𝙩𝙮: Does the client's representative have the authority to make decisions? Will there be multiple stakeholders involved in the decision-making process? ☐ 𝙍𝙚𝙨𝙤𝙪𝙧𝙘𝙚𝙨: Does the client have the budget, personnel, and data to support the project scope? Have we discussed any potential resource constraints? ☐ 𝙍𝙞𝙨𝙠 𝘼𝙨𝙨𝙚𝙨𝙨𝙢𝙚𝙣𝙩: Are there any red flags (financial instability, past agency conflicts) that need to be addressed? Have we conducted due diligence on the client's background? ☐ 𝙂𝙧𝙤𝙬𝙩𝙝 𝙋𝙤𝙩𝙚𝙣𝙩𝙞𝙖𝙡: Does the client's brand have the potential for long-term collaboration and growth? Is this a one-off project or a potential ongoing partnership? ☐ 𝘾𝙤𝙣𝙩𝙧𝙖𝙘𝙩𝙪𝙖𝙡 𝘼𝙜𝙧𝙚𝙚𝙢𝙚𝙣𝙩: Have the terms of engagement been clearly outlined and agreed upon in a written contract? Does the contract protect the interests of both parties? By systematically evaluating each of these points, an agency can confidently determine whether a potential client and brand are the right fit for a successful partnership. Follow Kavisha Bhatt For more such informative content and to know real marketing agnecy experiences LinkedIn LinkedIn for Marketing LinkedIn Guide to Creating LinkedIn Sales Solutions LinkedIn Learning #learning #clientexperience #marketing #marketingagnecy #clientonboarding #digitalmarketing #nyc #newyork #india

The secret to your client's transformation is... You asking [really] good questions. Most financial advisors focus on the numbers. But numbers only matter if they drive real transformation. And transformation? That happens when you understand how your clients feel. Here’s a simple but effective tool I use with my clients: The 3 Why Framework 1. The first "why" reveals what your client thinks. 2. The second "why" uncovers what they want you to hear. 3. The third "why" digs into how they truly feel. It’s that third “why” where the magic happens. Here’s why: 𝘞𝘩𝘢𝘵 𝘤𝘭𝘪𝘦𝘯𝘵𝘴 𝘧𝘦𝘦𝘭 𝘢𝘣𝘰𝘶𝘵 𝘵𝘩𝘦𝘪𝘳 𝘨𝘰𝘢𝘭𝘴 𝘸𝘪𝘭𝘭 𝘶𝘭𝘵𝘪𝘮𝘢𝘵𝘦𝘭𝘺 𝘥𝘳𝘪𝘷𝘦 𝘵𝘩𝘦𝘪𝘳 𝘣𝘦𝘩𝘢𝘷𝘪𝘰𝘳—𝘢𝘯𝘥 𝘵𝘩𝘦𝘪𝘳 𝘵𝘳𝘢𝘯𝘴𝘧𝘰𝘳𝘮𝘢𝘵𝘪𝘰𝘯. Let me share a quick story. I once worked with a client, Mrs. X. On paper, she had it all: A fulfilling career. A profitable consulting business. Almost $2MM in net worth. But underneath, she was stressed and uncertain. She had all the answers for what full-time work looked like. But when it came to full-time retirement, all she had were questions. Questions that caused stress... • How would she feel without the security of a consistent paycheck? • What investments would position her portfolio for growth? • How could she balance her consulting business without being overwhelmed? She felt stuck on the hamster wheel, unsure how to find peace. When we worked together, I didn’t just look at her portfolio. I asked questions. And then more questions. By uncovering what she truly wanted, we helped her: • Set a confident retirement date. • Increase her net worth by 50%. • Create a tax strategy that worked for her goals. But the biggest win? Her husband told me this: "𝘋𝘰𝘮𝘪𝘯𝘪𝘲𝘶𝘦, 𝘐’𝘷𝘦 𝘴𝘦𝘦𝘯 𝘮𝘺 𝘸𝘪𝘧𝘦 𝘤𝘩𝘢𝘯𝘨𝘦. 𝘚𝘩𝘦’𝘴 𝘭𝘪𝘨𝘩𝘵𝘦𝘳, 𝘩𝘢𝘱𝘱𝘪𝘦𝘳, 𝘢𝘯𝘥 𝘭𝘦𝘴𝘴 𝘴𝘵𝘳𝘦𝘴𝘴𝘦𝘥. 𝘏𝘦𝘳 𝘸𝘩𝘰𝘭𝘦 𝘥𝘦𝘮𝘦𝘢𝘯𝘰𝘳 𝘩𝘢𝘴 𝘴𝘩𝘪𝘧𝘵𝘦𝘥. 𝘛𝘩𝘢𝘯𝘬 𝘺𝘰𝘶." That’s the power of asking “why” until you reach the heart of the matter. Numbers guide; emotions transform. 📌 What’s one question you ask your clients to uncover their deepest goals? Let me know below! //////////// ⇒📅 The founding cohort of the Advisor Growth Accelerator launches January 6th, and prices increase after January 1st. ⇒Let me show you this approach--𝗵𝗼𝘄 𝘁𝗼 𝗰𝗼𝗻𝗻𝗲𝗰𝘁 𝘄𝗶𝘁𝗵 𝗰𝗹𝗶𝗲𝗻𝘁𝘀, 𝘂𝗻𝗰𝗼𝘃𝗲𝗿 𝘄𝗵𝗮𝘁 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝘁𝗼 𝘁𝗵𝗲𝗺, 𝗮𝗻𝗱 𝗴𝘂𝗶𝗱𝗲 𝘁𝗵𝗲𝗺 𝘁𝗼𝘄𝗮𝗿𝗱 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻. ⇒If you'd like more info, DM me, "ACCELERATOR"