The most common causes of client dissatisfaction — deliverables that miss the mark, timelines that slip, invoices that surprise — are almost always traceable to expectations that were never clearly set. Getting alignment at the start of a project is more valuable than almost anything you can do during it.
Confirm the brief in writing
Even if you’ve had several conversations about the project, write up your understanding of the brief and ask the client to confirm it before work starts. “Based on our conversations, here’s what I understand we’re doing…” This surfaces any misunderstandings while they’re still cheap to fix.
Be explicit about what’s not included
As well as confirming what you’re delivering, be clear about what you’re not. “This doesn’t include implementation support or ongoing management” prevents the assumption that it does. Clients often assume more is included than you intend, especially on their first project with you.
Set expectations about communication
Tell clients upfront how you’ll communicate: how often they’ll hear from you, how to reach you, and your response time. This removes the anxiety that comes from silence and prevents the “just checking in” messages that interrupt deep work.
Have the conversation about quality
What does “done” look like? What are the criteria for a successful deliverable? Getting specific answers to these questions before you start working means the final review is a confirmation, not a negotiation.
The project kickoff checklist below gives you a structured agenda for a project kickoff meeting and a confirmation document to send afterwards.