Setting Client Expectations

Setting Client Expectations

In this course, Setting Client Expectations, you'll learn strategies for managing client expectations

Why Expectations Matter

Managing client expectations isn't just about avoiding complaints; it's about building trust and creating a positive, low-friction client experience. When we set clear expectations, we reduce client anxiety, establish clear boundaries, and provide ourselves with the necessary buffer to deliver quality work.

Think of it this way: a client who expects a response in 24 hours and gets one in 12 is delighted. A client who expects a response in 1 hour and gets one in 3 is frustrated - even though 3 hours is still fast! It all comes down to the initial agreement.

Defining Updates & SLAs

Know Your Limits (Internal & External) Internal SLA: The time you know it typically takes to resolve an issue or complete a task (e.g., 4 hours). External SLA (The Client Commitment): The time you actually quote to the client (e.g., "I will have an update for you by the end of the day").

+INFO

Problem-Solving in Action

When a client brings an issue forward, your response needs to be structured, empathetic, and action-oriented. Use the de-escalation guide through every interaction.

+INFO

Hold Expectations

Keeping hold to a minimum

Reminder to agents that if a hold time is going to be longer than 2 minutes then they should come back and let them know that they’re still working on it.

Interactive Question

Scenarios

Here are some common scenarios for setting client expectations.

Caregiver Left Early

The Early Departure Dilemma

Before Billing

Client calls or emails: Caregiver departed early. Do not "Cancel" the request in the system.

The Early Departure Dilemma

After Billing

Client calls or emails: Caregiver departed early. Do not "Cancel" the request in the system.

The Critical Action – Why We Update the End Time

The caregiver provided some service. A cancellation means no service was provided. Updating the end time maintains an accurate record. This avoids complications with payroll and client billing. An early departure is not the same as a client-initiated cancellation.

Avoiding Over-Promising – Set Realistic Expectations

Never guarantee a Preferred Caregiver.

Remind clients of the cancellation policy upfront when discussing removal for a preferred caregiver. Focus on setting expectations of the preferred caregiver policy and then the next update time range. Discuss fee waivers only after the time update is confirmed.

We submit the request; the system works to match available caregivers. Never cancel a confirmed caregiver and promise that the client will get their preferred caregiver for their request. A confirmed caregiver must agree to the change; we cannot force it. Sometimes caregivers cannot accommodate new times or additional children in a request. We must check with fulfillment before we can confirm changes

The goal is to provide service, not over-promise waivers.

Using the "Require Confirmation" Status 📞

Require Confirmation

Only use if servicing:

Must provide a call or email follow-up to the client. Need the client to provide more details (e.g., time change details, sick child symptoms).

Using the "Require Confirmation" Status 📞

Setting Require Confirmation:

Select Require Confirmation from the Action menu. Clarify upfront if you'll follow up by call OR email.

When to Use "Require Confirmation"

Client changed request hours & we need to verify if caregiver can accommodate new hours “We must verify if the caregiver can accommodate the new hours. If the caregiver is unable to accommodate the new hours, would you like to keep the request confirmed as is or seek another available caregiver?” Add an additional child to a request “We must verify if the caregiver can accommodate the additional age of the child. If the caregiver is unable to accommodate the additional child would you like to keep the request confirmed as is or seek another available caregiver?” Changing the care address, if in the same city, state and zip “We must verify if the caregiver can accommodate the change of address. If the caregiver is unable to accommodate the change of address, would you like to keep the request confirmed as is or seek another available caregiver?”

When NOT to Use "Require Confirmation" 🚫

Caregiver didn't call: “I will follow up with your confirmed caregiver, if you still do not hear from her/him, please don’t hesitate to call us back.”

"Require Confirmation" Action ✅

Clearing the Action

In cases, where you don't use Require Confirmation, add an action and note that you spoke to the client, then proceed to verify with the fulfillment team.

1. Choose Caregiver Response from Actions.
2. Choose the confirmed caregiver’s agency from the drop-down.
3. Identify the confirmed caregiver by adding a checkmark next to their name.
4. In Action Notes, be clear: Add details about the conversation held with the client.
1. If by email, include the SF case number.
5. Save. The request is now fully confirmed!

Not all situations require the Require Confirmation Action.

Interactive Question

After Call

Why After Call Work Matters ⏱️ When you hang up, don't forget to complete necessary actions

Any task that takes longer than 10-15 seconds should be completed after the client interaction ends.

• Examples: Escalations, Cancellations, Complex Follow-up actions.

The client should not be placed on hold or left with dead air while you complete backend actions.

New Requests: New requests can be placed while on the phone, but you must remain communicative and ask necessary questions to avoid dead air

Ending the Call – Set Expectations

Be sure to get all information from the client before disconnecting. Advise the client what you will do.

• Escalate the claim/issue.
• Cancel the request (and they will receive a confirmation email).
• Follow up with any necessary information.

When clients call about their requests, we can remind them on when they will expect their next or final update from the team.

+INFO

Interactive Question

Thank You

Consistent Communication and Updates A communicated delay is almost always better than a silent delay. Proactive updates eliminate the need for the client to follow up, demonstrating that you are in control of the process.

Select the action: Adjust Booking and change to the new hours Billing will update, but we will need to process a refund.

In Action Notes, be clear about the agreed communication and what needs to be shared/gathered. Set the Update Due date and Save

The fulfillment team typically initiates these actions. We are required to contact both the client and the fulfillment team to relay any updated information received from the client.

What to Share and What to Keep Internal 🤫 Do Not Advise Client:

• That we will reach out to agencies to get in touch with a caregiver.
• The specific details of the escalation process.

Do Advise Client:

• We will reach out to the caregiver to advise of any updates.
• We will advise the caregiver an intro call is needed.
• We will advise the caregiver of a cancellation.

Update the request's end time. This accurately reflects service for billing and payroll. The Servicing Rep (you) determines if a fee waiver applies.

The Power of Closing the Loop Never leave a resolved issue open-ended. Ensure the client confirms the resolution and understands that the case is now closed.