Navigating Client Expectations During Lead Calls: A Personal Experience
In the fast-paced world of digital marketing, maintaining clear communication with potential clients is crucial. This was highlighted for me recently during a lead call that didn’t go as anticipated. I’d like to share my experience and the insights I gained, which may help others in similar situations.
The Lead Call Experience
During a recent conversation with a prospective client, I had the opportunity to share my research findings and present an initial content strategy for the next three months. This is typically a critical part of the onboarding process, allowing clients to understand my approach and how we could potentially work together.
However, a few days after our call, I received a message that took me by surprise. The prospective client expressed disappointment, stating, “We’re looking for more quantitative deliverables when working with an agency.” While I appreciate their need for metrics, this feedback reflected a misunderstanding that I was unable to address effectively during our call.
Setting Realistic Expectations
I made it clear during our conversation that promising a fixed number of blogs, backlinks, or SEO improvements without a comprehensive understanding of their unique situation is not feasible. Each business is different, and a successful SEO strategy must be tailored to their specific goals, challenges, and performance indicators—something that can only be accurately assessed after a detailed analysis of their Google Search Console data.
This experience marked the first time I faced this type of pushback since launching my agency. Typically, I provide prospective clients with a high-level overview of what we can accomplish based on preliminary data from tools like Ahrefs. It’s only once we begin to review their specific KPIs that I can offer more precise deliverables.
Learning from the Experience
This situation has prompted some reflection on how to better manage client expectations during initial discussions. Moving forward, I recognize the importance of emphasizing the value of a customized approach from the outset. Providing a clear framework for how I develop strategies and deliverables—alongside the rationale for not committing to fixed numbers upfront—could improve understanding and alignment.
Seeking Your Insight
I’m curious to hear from others in the industry: how do you handle expectations with potential clients during lead calls? Have you encountered similar situations, and if so, what strategies have you found effective in promoting better communication and understanding? Your insights could be invaluable for those of us navigating these complex interactions.