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Managing Client Expectations
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Time and Cost
We'd bet the #1 and #2 questions clients have are: "How much will this
cost?" and "When will this be done?" That should be defined in
the contract, even when it's a variable amount of time or
expense. Even if you do fixed bid work, what about setting a
possible range?
Sometimes it's not possible to define either of these things at the
pre-contract stage. For example, what if the contract requires
you do discovery, systems analysis, etc. before you give a more
accurate estimate? Then put that in the contract. If you
can't tell the client how long/how much, tell them when you'll
know how long/how much. And then, follow through on that
commitment to communicate that information. They're waiting to
find it out, I guarantee. Oh, yes, and please MAKE SURE you
tell the client what THEY can do to positively or negatively impact
this time period or the cost!
There's information in the other sections around Managing Client
Expectations that relate to this Time/Cost topic. Please read
those for more!
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