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Aug 09

How to manage client & peer expectations

Choozle is a company just like any other. We have teammates to prove ROI to, colleagues across teams to explain processes to, and customers to do our best for. We also run campaigns—both within the Choozle platform and outside of it—so we get the importance of ensuring budgets are well spent and, even more importantly, our bosses are kept in the loop about it. So, we’re digging into the question of how to manage expectations.

It would be a real bummer if we unrealistically overpromised results to both our internal teams and our customers, but it can be tough not to do that when you want to do your best for people you respect (and who are paying your bills). We’re taking a few cues from classic relationship-building techniques to learn how to manage expectations effectively and efficiently both within teams and when working with clients.

Underpromise

It’s hard enough to sit directly across from someone and restrain yourself from promising the world, but throw a client whose business you’re trying to gain, and it can be nearly impossible. Saying maybe to something that’s more of a definitely not but I don’t want to lose your business is going to land you in hot water; all they can hear is yes.

It’s always better to give your team some cushion so that you can end up delivering above and beyond and ahead of schedule, almost like you never even planned to in the first place.

Help educate on averages for similar campaigns

Because programmatic industry trends, averages, and expectations can sometimes land all over the place, it’s important to communicate these things right in the beginning. You’re the expert; offering candor about what can and cannot be achieved within their specific constraints will surely be appreciated.

Overcommunicate

People don’t like to be left in the dark for days on end (especially when hard-earned dollars are involved). Share even the smallest of campaign wins, already-solved errors, progress marks, and check-ins even when there’s no new news to report. Communication has always been key but with these matters, we believe overcommunication is your best bet for keeping everyone on the same page.

Be consistent & honest

Call us old school, but we believe honesty is the best policy. If something goes awry, it’s important to keep both your peers and clients in the loop. Furthermore, we’re assuming you’re like most of us—tight deadlines and higher-ups to take impressive numbers back to. Remaining consistent in all the ways we pointed out above will help to ease any qualms both customers and co-workers are having.

About The Author

Kate Marshall is the Marketing & Communications Manager at Choozle, a programmatic advertising technology company based in Denver, CO. In her role at Choozle, Kate leads efforts in content marketing including writing for and managing the company's blog, social media, and various SEO and PR strategies. Outside of the tech world, Kate is a certified yoga instructor and uses her personal brand to get real about mental health and wellness.

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