Your Client Journey (YCJ): Setting Expectations

Let’s talk about Expectations for a moment. When you’re starting a relationship with someone, whether you’re a coach, a consultant, a personal trainer, a bookkeeper, a travel agent, whatever; there are expectations for both parties. So what are those? And are they clearly outlined when you’re having your consultation and onboarding discussions?

Does your client understand what is expected from them to help ensure progress? For example, are they expected to engage on a platform or in a community? Will there be “homework” or some kind of assignments that need to be completed regularly? Will they need to submit information to you in a timely manner and how do they do that? Will they be required to sign anything or agree to certain terms? What kind of commitment is required on their end to truly make this relationship work?

And then what about you? As the leader, as the expert. What can they expect from you? How will you get them to where they want to go? Do you outline a specific structure or course for completion? What about timelines? Will you offer group, 1:1 or check-ins of some kind? How frequent? What kind of support will you offer throughout the lifespan of your relationship? How accessible are you to them throughout their journey with you? Will you supply worksheets, guides, books or reading material? How will you push them through each phase?

In other words, what do each of you need to be bringing to the table to make this relationship progress? To reach whatever your end result or desired destination is? Make sure these are clearly outlined at the very beginning of your work together as this will maximize effectiveness and quality control.