Dealing with a demanding client who wants quick results. Can you effectively manage their expectations?

Clearly outline the scope of your services and any limitations. This helps manage expectations and ensures both parties understand what is feasible.

1. Validate their feelings and desires. Take their perspective and show you understand. 2. Tell them how much you wish you could accomplish (x) in the time frame they want. 3. Authentically and honestly, without defensiveness tell the truth - whatever that is. I find the label “demanding” problematic. It often says more about us than it does about the client. After all, if we can do, or are willing to do, what the client wants, we don’t think of them as demanding. So, maybe, instead of thinking of the client as demanding, just think of them as validly wanting something you cannot or are unwilling to provide. They get to want what they want without judgment. It doesn’t mean we have to do it, or be defensive about not doing it.

Often, in stressful situations, we are tempted to provide quick answers full of promises. It is essential not to promise results that you cannot deliver.

Clearly define the roles and responsibilities of both parties. This ensures that the client understands their part in the process and helps streamline collaboration.

I believe that this goes more smoothly if we stop thinking of a client as demanding. I do support the notion of boundaries, but in client work it can reinforce and “us” and “them” mentality in a team. The way I would describe this step determining what you can do and communicating consistently, clearly, and authentically and honestly about it. Sometimes we think we are understood but we are not, so it may be necessary to explain things more than once or in a few ways.

Set boundaries early! It’s easier to communicate roles, expectations, and processes at the start of a project than to fix issues later. Follow up in writing so you have a reference if needed.

Understanding what is most important to the client involves delving into why they are making specific demands. Consider external pressures they might be facing and what they genuinely need and when. By aligning on these factors, you can agree on an approach that meets their demands realistically. Clients often have true deadlines and external pressures. An iterative approach can be beneficial in such cases, where value is delivered in stages. This allows for quick progress and sharing of results while enabling strategic work to continue and evolve for long-term benefits. This method not only meets immediate needs but also builds a foundation for ongoing collaboration and success.

Explain the importance of quality and thoroughness, highlighting that rushed results may compromise the final outcome. Providing a rationale helps clients appreciate the value of a well-thought-out approach.

Sometimes clients who want something we cannot or are unwilling to provide (or in the timeframe they want) don’t even know whats realistic or what options there are. Sometimes we don’t know whats behind their concerns. Do they have an “demanding” boss? A grant deadline? A date by which they must spend a budget? Approach it as problem-solving, coming together to work out a win-win. Describe the options and listen to their ideas - maybe there is a way to satisfy their boss, or handle billing, or provide just what is needed for the grant.

Again, we only think if clients as demanding if they want something we cannot or are unwilling to provide. A positive dialogue starts with our own thoughts. Let go of judgmental thoughts about the client - seek to understand them, and provide them with clear and authentic communication. Talk with clients honestly.

Here is something incredibly relaxing: 1) Honest and non-defensive self-assessment of what you and your team can do and are willing to do (that is both your right and your job - it is not the clients job to only ask for what you can and are willing to do); 2) Validating clients rights to want what they want (without calling them names like “demanding” in your mind); 3) Authentically communicating with the client how much you would love to get them what they want, when they want it, but its not possible (and let them know what IS possible), with warmth and assumption of good intentions all around.