Client Timelines and Expectations

[MarkRichards]

I've been doing content marketing with a focus on video for over 10 years, and just started freelancing the past 2 years now. I have clients that I'm completely in sync with and have no issues with delivery. My issue is the clients from whom I don't get consistent feedback/approvals from, and end up getting into uncomfortable situations where timelines are not met based on their lack of communication on the projects. I detail my approval workflow in all of my proposals and always try to set expectations of launch upon their final approval, but ultimately, end up in the same place. Is there anything else I can be doing to better sync with these types of customers?

[Josh]

Hi @MarkRichards,

If you solve this, let all of us agency folks know what you did. 

Clarity in expectations up front is the number 1 thing that has helped us. That being said, sometimes there needs to be a reminder of the expectations, especially if you have been working for an extended period of time.

We have a kickoff call for every project and/or retainer, and there is a slide dedicated to the importance of getting timely feedback/approvals. It helps, but we also have to consider that we're not going to be our client's number 1 priority in most cases. 

In very serious cases, we have had to send notes or call the client and explain that we'll have to stop all work until we get the feedback or approvals that they need, which also means the project will be extended and potentially overage bills. 

Lastly, we have found that it also helps to just ask the client what would make the process easier for them. As long as it's not significantly different or more challenging for you, being flexible with them on the process can help move the needle significantly. 

Best of luck!