Readers are invited to submit a question which we will then pose to one of our Forbes Councils members. This group is full of knowledge and experience — we’re eager to share their insights with you.
Question: How Can I Manage Client Expectations?
How can I manage client expectations to avoid last-minute conflict? What are some best practices for communicating with clients and managing a project to avoid any clashing over deadlines and deliverables?
Meet our Executive: Chelimar Miranda, VP of Operations, iHealthSpot
Chelimar Miranda is vice president of operations for iHealthSpot. Chelimar joined iHealthSpot in 2011 and has been instrumental in the evolution of the company into a leader in healthcare practice marketing. She leads the digital marketing and website production departments, shepherding a myriad of projects through all stages of discovery, design, development, and deployment.
Answer: Keep in Touch
I have found that when managing a large project, complicated project, or difficult clients, things go a lot more smoothly with a weekly meeting with the client. I schedule a recurring meeting once a week right away. If there’s nothing to discuss, the meeting gets canceled, or it’s a five-minute catch up call.
On this call you are able to prioritize, set/adjust expectations, and adjust the timeline as needed. Regular contact also helps create a one-on-one relationship that can sometimes make the client more understanding when there are snags. I also create timelines when needed and a shared Google document with notes and “homework” that we update on the weekly call.