Have you ever had a client that is upset and shocked about something that is so simple and obvious, and it completely throws you off your game?

Our first instinct is to go on the defensive, and think “It’s so obvious! They should have known better! Did they even read their contract?!?”

Let’s get real.

What’s really going on if a client is upset?

If your clients are shocked, it’s probably because there is a breakdown in communication somewhere, and that responsibility falls to us, not our clients. If a client is upset about something that seems obvious to you, remember- your client has absolutely zero knowledge on how your business operates, even about the “obvious” stuff.

When a client is upset, its a sign of a breakdown in communication.

If you have a communication gap, you need to pause and reevaluate your process. To avoid confused and angry clients, it’s up to you to make sure that you’re thoroughly explaining what your client can expect every step of the way, even if you assume it’s a given.

And explain what they can expect a lot! Like, over and over say the same simple things. I know it may seem like what you’re saying is super obvious and that you’re being annoyingly repetitive, but the fact is, whatever you need to say to your client *isn’t* always super obvious to them, and they may need to hear it a couple of times before they really understand.

Also, when was the last time YOU read a contract for anything? So why are we shocked when our clients don’t either? Yes, contracts are SUPER important and yes, all pricing and policies should most definitely be listed in your contract. But we shouldn’t rely on our contract as our main avenue for communicating our policies.