Managing Client Expectations in Agency Relationships

When building a successful agency-client relationship, managing expectations is vital. Without this, miscommunication and dissatisfaction may arise.

So how can agencies build that trust?

Manage Expectations Early

Defining the project scope, timelines, deliverables and budgets from the beginning helps to set a solid foundation to work on. Agencies and clients should align on the outcomes before any work begins, to ensure everyone is working to the same goal.

Highlight Achievable Outcomes

Agencies must communicate what is achievable within the given budget and timeline. By setting realistic benchmarks and explaining any potential issues, agencies can build trust and reduce the risk of dissatisfaction further down the line.

Set KPIs  

Clients define success in different ways. It is important to establish key performance indicators (KPIs) early on, ensuring that both the client and the agency have a clear understanding of what success looks like.

Transparency Throughout the Project

Providing regular updates and clear reporting throughout the process keeps clients informed about the project progress. It is beneficial to document any decisions or updates so everything is noted down to look back at.