How to Master the "Invisible Skill" of Client Management

Описание: If you’ve ever had a client go from excited to frustrated seemingly overnight, it usually wasn’t because of price, marketing, or timing.

It was expectations.

Here’s what nobody tells you. Expectation management isn’t something you do when a problem shows up. The damage is usually done long before the client ever says a word. Expectations don’t form from data. They form from stories, headlines, social media, a neighbor’s experience, or one exceptional outcome that gets mistaken for “normal.”

And if you don’t address the anchor early, you end up negotiating against it later.

In this video, I break down how expectations actually get formed, why reassurance creates ambiguity, and how clarity, ranges, probabilities, and tradeoffs, prevents the blowups that destroy trust and derail deals.

We also talk about timing, communication, and why silence creates stories clients will almost never make in your favor. Plus, a real example where trying to be accommodating created the worst outcome because the line between complete and incomplete got blurred.

If you work with clients in any capacity, real estate, construction, consulting, or services, this is one of the most important invisible skills you’ll ever develop.

📌 Chapters
0:00 Why Deals Really Fall Apart
0:25 How Expectations Form (And Drift)
1:30 Stories vs Data: The Anchor Problem
2:45 Reassurance vs Clarity
4:10 Speak in Ranges, Not Promises
5:00 Communication Without Over-Communication
6:10 A Real Example: When “Nice” Backfires

Drop your questions in the comments, and subscribe for more frameworks on leadership, decision-making, and building trust through clarity.

© Stephen Dunn
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