How do you manage conflicting expectations between your team and the newly onboarded client?

It’s critical that everyone understands on the desired outcome. Don’t be afraid to say no or pivot when the direction isn’t aligned with achieving that outcome.

To manage conflicting expectations between the team and new client: Listen actively to both sides to understand core issues Clearly communicate project scope and limitations upfront Negotiate compromises and find mutually beneficial solutions Set realistic timelines and establish regular check-ins

1. *Clarify expectations*: Have an open conversation with both your team and the client to understand their expectations and concerns. 2. *Identify the conflicts*: Pinpoint the specific areas where expectations are conflicting. 3. *Prioritize*: Determine which expectations are most important and need to be met. 4. *Find a compromise*: Work together to find a mutually beneficial solution. 5. *Communicate*: Clearly communicate the agreed-upon solution to all parties. 6. *Set boundaries*: Establish clear boundaries and expectations moving forward. 7. *Review and adjust*: Regularly review progress and adjust expectations as needed. Remember, effective communication and collaboration are key to resolving conflicts and managing expectations.

If you face conflicting expectations between your team and the new client, you have a challenge. The first step is to see if the expectations of both parties can be reconciled. If the desires and expectations are very different, a middle ground must be found. However, it may also be the case that the new client just doesn't fit with the team. You can't expect too much stretch and effort from your team for a new customer, because that always comes at the expense of performance in general and also at the expense of commitment to existing customers. Sometimes you just have to admit than as a team you can't serve everyone. And what remains is to look for suitable customers. Ultimately your team must be able to meet customer high expectations.

To manage conflicting expectations between your team and a newly onboarded client, set clear expectations from the start. Schedule a kickoff meeting to align on project goals, timelines, and deliverables. Document everything agreed upon and share it with all stakeholders. Regularly communicate updates and address any discrepancies promptly to ensure transparency and trust.

Within your regular communication framework consider different levels of engagement and communication. For instance, some meetings will be dedicated to operational updates, some - to roadmap reviews, some - like steering committees to strategic initiatives and decisions. Depending on the purpose of the meeting, different stakeholders will be involved.

Managing conflicting expectations between your team and a newly onboarded client requires open dialogue. Initiate regular meetings to discuss project goals, timelines, and deliverables. Encourage team members and clients to voice concerns or uncertainties early on. Actively listen to understand both sides and facilitate compromises or adjustments when necessary. Document agreements and follow up with written summaries to ensure clarity and alignment. Regular communication and transparency are key to building trust and resolving conflicts effectively.

At a functional level, our team must be able to bring in a “give and take” culture with the client - while ensuring that broadly timelines are maintained. This will also ensure that there is power provided to functional level and many a times escalations are mitigated at that level - which is good for both teams.

In my experience, communicate with both the team and the client early in the process to ensure they both agree on expectations. Once that is done, regular check-ins are needed. Check-in with not just one representative of each group, but with all participants. If any differences are noted, meet with the entire group to iron out any issues. You may ask, why not meet with the entire group? Because, not all individuals will speak out in a group setting. For any project to be successful all parties need to be on the same page. There is so much communication that it is easy for some information to slip through the cracks.

Managing conflicting expectations between your team and a newly onboarded client involves proactive monitoring. Establish clear project milestones and regularly review progress with both the team and the client. Use project management tools to track tasks, timelines, and deliverables transparently. Anticipate potential issues by actively seeking feedback from both parties throughout the project lifecycle. Address discrepancies promptly through open dialogue and adjustments to ensure alignment with agreed-upon goals. Document decisions and revisions to maintain clarity and accountability. This approach fosters a collaborative environment, builds trust, and minimizes misunderstandings.

Ideally, team members handling conflict at their levels is the best solution but at times it flares up. Is critical that as team leads (also the client) a good rapport and trust is created. Once done, conflict rarely raise its head but when it does - there is good trust to thrash it out and get along with work.

To manage conflicting expectations between a newly onboarded client and your team, consider these strategies: 1) Onboarding Meeting: This crucial meeting allows you to reiterate the agreed-upon deliverables for the purchased services. Establish a single point of contact (SPOC) for grievances and the delivery team, helping protect the delivery team’s focus and morale. 2) Reiterate Deliverables: Subtly remind the client of the agreed deliverables in every meeting to keep expectations clear. 3) Team Alignment Meetings: Regularly meet with your team to ensure alignment with deliverables and prevent over-committing or under-committing. By applying these strategies, you can keep expectations in check for both the client and your team.