Keeping Client Expectations Realistic With Data

I wrapped up a pretty eye-opening project that I wanted to share with you. A few months ago, I helped a client untangle their project profitability data, and let me tell you—it was a bit of a beast. 😵💫 Like many digital agencies I see, they had a TON of data... ...but it none of it was woven together. We pulled in data from all over the place: Harvest time tracking, QuickBooks, Gusto Payroll —you name it. It took some serious mapping and visualization work, but we got there. And here’s where it got interesting. 👀 The data revealed something unexpected: 📉 a downward trend in gross margins for one of their key clients. Naturally, that led us to dig deeper. We found out that this client had become increasingly indecisive and unpredictable with their retainer engagement. My client was bending over backward to keep them happy, often without billing for all the extra time. This was a case of good intentions leading to bad margins. 😬 But here’s the good news: armed with this data, my client was able to have a tough but necessary conversation with their client. Expectations were reset, and we’re already seeing those margins start to climb again. Moral of the story? 👉 Data doesn’t lie 👈 When something feels off, there’s usually a reason—be it people, processes, or tech. Having the right data helps you ask the right questions, which leads to better conversations and, ultimately, better results.

I've been in commercial real estate for 30 years. And I get this 1 question asked all the time: "How do you handle clients with sky-high price expectations?" - It’s not about undermining their vision. - It’s not about saying NO to their dreams. - It’s not about shutting down their big ideas. Here’s what it is 👇🏻 Whenever I sit down with a seller, I bring a full Broker Opinion of Value (BOV). Then complete with the latest comps and real-world data. They may not love the numbers. But facts are facts. Those properties sold for what they sold for. And that’s the groundwork for any serious conversation. But here’s the key: I don’t knock clients for aiming high. Instead, I ask questions to understand why they see their building as worth top dollar. And I guide them gently toward the market’s reality. At the end of the day, the market decides. When offers start coming in, those high expectations find their footing. Right where real deals get done. My best advice? Handle their dreams with care. But let the market do the talking. P.S. How do you handle clients with big expectations? #TheBroker’sPlaybook 

Clients demanding 5X ROAS on a product with terrible margins need a reality check. If you find yourself overworking on IMPOSSIBLE goals given by clients Then it’s time to reevaluate the scope. These are 5 DO’s and DON’Ts when managing clients⬇️: DO's: 1. Set Realistic Timelines Upfront Under-promise and over-deliver. If it takes a week, tell them two weeks and deliver early 2. Show Them the Math Break down AOV, needed orders, cost per order, and required spend. Make it simple math they can understand 3. Be Over-Communicative Update clients twice weekly - they're spending money and deserve to know what's happening, even if nothing's happening 4. Be Honest About What They Need Don't be afraid to tell them exactly what needs to happen, even if it involves other teams or resources 5. Look at Their Data Before Promising Anything Never commit to results without seeing their historical performance and understanding their business DON'T's: 1. Promise Miracles to Close Deals Guarantees will hurt you long-term and you won't get paid when unrealistic expectations aren't met 2. Do Any Work Without Getting Paid Especially with clients obsessed with crazy results - protect yourself upfront 3. Fudge the Numbers Ever If you're messing up or not performing, be honest about it. Transparency beats fake metrics 4. Argue With Unrealistic Clients Say your piece, show the data, then let them find someone who'll guarantee 4x results 5. Work on Weekends Set boundaries immediately - respond to weekend messages and they'll expect it forever