Hey Boss!

A great client experience isn't only about doing great work. Clients are constantly comparing what happens with what they expected to happen.

How quickly will you respond? What happens next? When will they see results?

Get those expectations right, and the entire relationship feels smoother. Get them wrong, and even great work can leave clients disappointed.

Today, I'm breaking down 3 client expectations that quietly shape their entire experience, and how to manage each one. 

Let's dive in!

GROWTH HACK
3 client expectations that quietly shape their entire experience 🤝

You don't need to exceed every expectation. You need to make sure the right expectations are set in the first place.

1: How quickly you'll communicate

Silence feels much longer when clients don't know when they'll hear from you.

What to do:

1. Tell clients exactly how quickly they can expect a response.

2. Set up automatic confirmations when clients submit requests or book with you.

3. Proactively send updates when something takes longer than expected.

2: What happens next

Uncertainty creates unnecessary friction, even when everything is going according to plan.

What to do:

1. Explain your process clearly before the client gets started.

2. Tell clients what they need to do at each stage and when.

3. Send reminders before important meetings, deadlines, or milestones.

3: What success actually looks like

You and your client may have very different definitions of a successful outcome.

What to do:

1. Ask clients what they expect to achieve before you begin.

2. Agree on specific outcomes, deliverables, and timelines upfront.

3. Revisit those expectations throughout the relationship to keep everyone aligned.

SPEED IT UP WITH AI
Smart Ways to Save Time 🚀

AI can help you manage client expectations without creating more work:

1. Give AI your client journey and ask it to identify moments where clients may feel uncertain.

2. Use AI to create onboarding messages that explain timelines, responsibilities, and next steps.

3. Ask AI to draft automatic reminders and progress updates for key milestones.

4. Feed AI common client questions and turn them into reusable communication templates.

TWEET TREATS
Straight from the feed

Sustainable growth means knowing when more revenue stops improving the business.

LINK LOVE
Handy resources

Here are some ways to improve your client experience:

👉 3 Customer Expectations Every Marketer Needs to Understand to Drive Business Growth
👉 3 Actionable Ways To Make Better Business Decisions
👉 How to create meaningful strategic priorities
👉 Is Complexity Ruining your Business?
👉 Get your free 14-day trial of Book Like A Boss

IN CASE YOU MISSED IT
Catching you up on the latest

THAT'S A WRAP
Quick recap

Clients don't judge their experience based only on the final result.

They judge everything that happens along the way.

Set clear expectations around communication, next steps, and results from the beginning, and you'll make the entire experience feel smoother without necessarily doing more work.

As always, if you need help with anything, just reply to this email :)

~ Justin and the BLAB team

GET BOOKED
Try Book Like A Boss for Free 👊

Try BLAB free - no catch, no hook, no commitment. See if you like it. What do you got to lose? (Other than all that back-and-forth scheduling stress, of course …).