What clients anticipate receiving from an agency engagement, including results, timelines, and service experience.
What clients anticipate receiving from an agency engagement, including results, timelines, and service experience.
Client expectations are formed during sales, refined during onboarding, and tested during delivery. They encompass expected outcomes, timelines, communication frequency, and service quality. Managing expectations is often more important than the work itself.
Misaligned expectations are a top cause of client churn. Agencies sometimes over-promise to close deals, creating inevitable disappointment. Setting realistic expectations upfront, documenting them clearly, and revisiting regularly prevents surprises.
Expectation management: 'SEO typically takes 6-12 months to show significant results. In month 3, we'll review technical progress and early signals. Major ranking improvements usually appear in months 6-9.'
Angelwood helps document expectations in statements of work and tracks progress against them, keeping everyone aligned.
Explore related concepts
A formal document defining project scope, deliverables, timeline, and terms between an agency and client.
The gradual expansion of project requirements beyond the original agreement, often without corresponding budget increases.
A measure of how well an agency's services meet or exceed client expectations.