How are you managing client expectations in the age of Corona?

This can be a tricky question, even when business is booming.

Yet, now that your clients will also be feeling the financial pinch, they may try to squeeze even more out of you / your company.

Sometimes, you may be in a position to say yes.

But what if your answer has to be “No”?

Here are 3 classic Business English tips to managing client expectations – and retaining critical goodwill:

1. English-speakers never want to hear the word “No”.
   
   Instead – use words like “However” or “while” to soften an unwelcome message. For example:
   
   “At this point, we’re somewhat limited in our options. However, I can certainly try to ….”
   
   Notice the near-absence of negative words here? And the clear willingness to be flexible?
   
   “While that’s not a point we signed on;  I’m more than happy to revisit this in a separate discussion.”
   
   Neat deflection here – a clear “No” without saying it, but leaving the door open for further negotiation.
   
   
2. Use “actually” to help qualify and soften a refusal.
   
   If there’s a “misunderstanding” (let’s say the client wants something not covered in the contract):
   
   instead of saying:
   
   “No – we didn’t agree to that” (this can spell the end of a beautiful business relationship with English-speaking clients), try:
   
    “I’ll just point you to the contract, this is what we actually agreed to. However, I’m happy to set a time to discuss further.”
   
   
3. Showing a willingness to find a solution you can afford can be worth gold – it will help defuse the situation, the effort will be appreciated and it could well salvage (and even strengthen) the relationship.
   
   For example:
   
   “However, we can quote you for this additional service at a special rate” / “While this service isn’t featured in the contract, we might be able to offer you a simpler alternative at no added cost”.

By using these techniques with your English-speaking clients, you’ll not only deftly manage client expectations – but may well boost your business prospects down the track.