Learn six tips to manage unrealistic expectations from your BPO clients and maintain a positive, respectful, and long-term relationship.

One important thing to remember is that even if goals have been clearly set and agreed upon in a contract, these expectations might change as the client's business objectives or the economic conditions shift. It's essential to stay flexible and adapt with your client, showing them that you're not just a service provider, but a real partner and advisor. This flexibility will make discussions about contract terms and goals smoother in the future, as the client knows you have their best interests at heart and are committed to supporting their success.

Last updated on Dec 11, 2024

What do you do if your BPO clients have unrealistic expectations?

If you work in business process outsourcing (BPO), you know how challenging it can be to meet the expectations of your clients. Sometimes, they may have unrealistic or unreasonable demands that put you under pressure, stress, and frustration. How do you handle such situations without compromising your quality, reputation, and relationship? Here are some tips to help you communicate effectively and manage your BPO clients' expectations.

1 Set clear and realistic goals

The first step to avoid unrealistic expectations is to set clear and realistic goals with your clients. Before you start any project, make sure you understand their needs, requirements, and expectations. Discuss the scope, timeline, budget, deliverables, and quality standards of the project. Agree on the roles, responsibilities, and communication channels of both parties. Document everything in a contract or a service level agreement (SLA) and get their approval. This way, you can avoid confusion, ambiguity, and conflicts later on.

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Ryam Ganjehi

VP Operations at Athena | We're Growing at jobs.athena.com
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One important thing to remember is that even if goals have been clearly set and agreed upon in a contract, these expectations might change as the client's business objectives or the economic conditions shift. It's essential to stay flexible and adapt with your client, showing them that you're not just a service provider, but a real partner and advisor. This flexibility will make discussions about contract terms and goals smoother in the future, as the client knows you have their best interests at heart and are committed to supporting their success.

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Arnab Chatterjee

Advisor & Mentor, Faculty & Research Scholar - Transformation Strategy & Organizational Design
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Expectations can never be unreasonable. Either the client is over expecting beyond the spirit of partnership, or the vendor is not in tune with the client’s business dynamics and is inflexible. Either ways, change in expectations should be discussed openly and the path to success need to be co-created so as to have everyone’s skin in the game for an elevated performance. Getting the right sponsors across both organisations and defining clear responsibilities which can be tracked and reported has to be the way. Business process partnerships are tricky due to such shared responsibility dynamics. This gets even trickier if there is more than one vendor involved. Relationship management is key to success here.

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Mostafa Abdelkader

LSSMBB | MBA | TQM | COPC-HPMT | Business Analytics | Architect of Business Excellence | Top LinkedIn Voice
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We are dealing with these situations in the BPO industries specially if our clients have a different environment such as the Offahore my recommendations are to 1- Open communication is key; initiate dialogue to understand expectations. 2- Set realistic boundaries and provide evidence-based insights. 3- Offer solutions, manage scope, and seek regular feedback for alignment. In a nutshell it depends on the business objectives and requirements the industry type the customer and consumer and of sure the geographic market. Thanks.

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2 Communicate frequently and transparently

The second step to manage unrealistic expectations is to communicate frequently and transparently with your clients. Keep them updated on the progress, challenges, and achievements of the project. Report any issues, risks, or changes that may affect the project as soon as possible. Seek their feedback and input regularly and address their concerns promptly. Use the communication tools and methods that they prefer and are comfortable with. Be honest, polite, and professional in your communication. This way, you can build trust, rapport, and credibility with your clients.

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Mithun Chakraborty

Senior Operations Manager | MBA in Banking & Financial Support Services | Accomplished Ops Leader with 19 yrs of expertise in the US Mortgage Industry |Account Management | Operational Execellence | Transition Management
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During a process transition the communication from both the sides play a vital role in successfully mitigating upcoming hurdles such as confusions, seeking unnecessary information/clarification etc. In case of any issues/resistance it should be handled in a promptly manner and if necessary in individual level toward smooth proceedings. Always try to concentrate on small details and seek feedback from each individual to overcome any resistance toward smooth conduct.

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3 Negotiate and compromise

The third step to deal with unrealistic expectations is to negotiate and compromise with your clients. Sometimes, your clients may change their minds, add new requests, or demand more than what was agreed upon. In such cases, you need to be flexible and adaptable, but also firm and assertive. Explain the impact of their changes or demands on the project's scope, timeline, budget, and quality. Offer alternative solutions or trade-offs that can satisfy both parties. If necessary, revise the contract or the SLA to reflect the new terms and conditions. This way, you can avoid scope creep, delays, and disputes.

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4 Educate and inform

The fourth step to handle unrealistic expectations is to educate and inform your clients. Sometimes, your clients may have unrealistic expectations because they lack the knowledge or experience of the BPO industry, the processes, or the technologies that you use. In such cases, you need to educate and inform them about the best practices, standards, and limitations of the BPO services that you provide. Share your expertise, insights, and recommendations with them. Provide them with relevant examples, case studies, or testimonials that showcase your capabilities and results. This way, you can demonstrate your value, quality, and professionalism.

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5 Manage your own expectations

The fifth step to cope with unrealistic expectations is to manage your own expectations. Sometimes, you may have unrealistic expectations of yourself, your team, or your clients. In such cases, you need to be realistic and objective about what you can and cannot do. Set SMART (specific, measurable, achievable, relevant, and time-bound) goals for yourself and your team. Monitor and evaluate your performance and results. Celebrate your successes and learn from your failures. Seek feedback and support from your peers, managers, or mentors. This way, you can improve your skills, confidence, and satisfaction.

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6 Seek win-win solutions

The sixth step to resolve unrealistic expectations is to seek win-win solutions with your clients. Sometimes, you may encounter conflicts, disagreements, or complaints with your clients due to unrealistic expectations. In such cases, you need to seek win-win solutions that can benefit both parties. Listen to their perspective and empathize with their feelings. Acknowledge their needs and expectations and apologize for any mistakes or misunderstandings. Focus on the common goals and interests and avoid blaming or criticizing. Collaborate and cooperate to find mutually acceptable solutions. This way, you can maintain a positive, respectful, and long-term relationship with your clients.

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Greshan Gabriel, MBA

Certified Corporate Performance Coach | BELBIN Accredited Practitioner | Founder at TACT | Strategic Consultant in Retail & BPO Operations | Empowering Teams & Entrepreneurs for Success | #ThrivewithTACT
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It is a given fact that clients want value for the money they are paying. This often leads to unrealistic goals. However, having an unsatisfied client serves no good purpose. It can lead to more conflicts and potentially result in a loss of business. So, let's begin by converting these unrealistic expectations into "Stretched goals." Once these stretched goals are discussed and finalized, negotiate with the client the benefits they can offer when these goals are met. Incentives, commissions, awards, and recognition are the best ways to motivate team members. If you can successfully incorporate these into your monthly goals and expectations, it can be considered a win-win situation for all.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your BPO clients have unrealistic expectations?

1

2

3

4

5

6

7

1 Set clear and realistic goals

2 Communicate frequently and transparently

3 Negotiate and compromise

4 Educate and inform

5 Manage your own expectations

6 Seek win-win solutions

7 Here’s what else to consider

Business Process Outsourcing (BPO)

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What do you do if your BPO clients have unrealistic expectations?

1

2

3

4

5

6

7

1 Set clear and realistic goals

2 Communicate frequently and transparently

3 Negotiate and compromise

4 Educate and inform

5 Manage your own expectations

6 Seek win-win solutions

7 Here’s what else to consider

Business Process Outsourcing (BPO)

Rate this article

Thanks for your feedback

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