Hi, and welcome to the first edition in our Client Management series.

Let’s begin with one of the most common (and costly) reasons client relationships go awry:

Unclear expectations.

At the start of a project (or relationship), it’s easy to assume that everyone’s on the same page. You’ve agreed a scope, signed a contract, maybe had a kick-off meeting – what more do you need?

The truth? Quite a bit.

We see it all the time:

• A scope that quietly ‘creeps’
• Response times that become unsustainable
• Clients frustrated with ‘unexpected’ costs or delays
• Teams confused about priorities or ownership
• Our way of working is not aligned with the client – everything form report writing to who, how and when to communicate

And none of it is necessarily down to poor service. It’s usually just mismatched expectations.

What does good expectation-setting actually look like?

It’s not just about contracts or timelines. It’s about making the unspoken things… spoken.

That means getting clear on:

• What the client thinks they’re buying – and crucially what they’re not
• What a ‘good job’ looks like in their eyes
• How involved they want to be – and how involved you need them to be
• How issues will be raised, and decisions made
• How (and how often) we communicate
• What happens when things change (because they almost always do)

When you start with this level of alignment, it creates a stronger foundation. You build trust faster, reduce misunderstandings, and handle the inevitable bumps more calmly.

“But what if I’m already halfway through a project?”

Great question. It’s never too late to reset expectations. In fact, doing so can actually deepen the relationship – if you approach it with honesty and a genuine intent to make things work better for everyone.

We often work with technical experts who’ve inherited relationships that feel a bit ‘off’. The client’s pushing for more. The team’s under strain. And no one’s quite sure what was agreed in the first place.

When this happens, your job isn’t to point fingers or rewrite history. It’s to clarify, reset and move forward, and here’s some tips on how to do just that:

Practical tips for managing or re-setting expectations:

✔ Clarify scope together Use language that invites a shared understanding – “Let’s just revisit what we agreed at the start to make sure we’re still aligned.”

✔ Flag challenges early. Waiting until a deadline slips or a budget’s exceeded puts everyone on the back foot. Raise concerns early – ideally with options, not just problems.

✔ Agree how you’ll communicate Define preferred channels, turnaround times, and escalation routes. This helps avoid ‘scope creep by email’ or last-minute panic calls.

✔ Use curiosity, not confrontation If something feels off, ask questions first. You may discover misaligned assumptions that are easy to fix.

✔ Follow up in writing. A quick follow-up email or summary can prevent future confusion – and gives you a shared record to refer back to.

This week’s challenge:

Think about a current client relationship. What’s one expectation you assume is clear – but haven’t checked in on recently? Drop them a quick message or raise it in your next call. You might be surprised at what comes out of the conversation.

In the next edition, we’ll dive into building stronger client relationships – the kind that earn trust, uncover new opportunities, and make you the person they turn to (not just the one who delivers).

Until then, feel free to reply with questions, share your own challenges, or let us know how you’re applying these ideas. We’d love to hear from you.