Have you ever stuffed up a client engagement? Where trust erodes or even shatters because something didn’t happen as expected?
I know I have and while it’s tempting to justify actions and possibly even blame the other party for their contribution, ultimately, it’s not useful.
Better to prevent this in the first place.
Reminds me of a solicitor in our mastermind group whose mantra was, “Upfront agreements prevent disagreements.”
Starting a project, coaching or advisory engagement, ask two main questions.
What does success look like?
This sets the foundation for the relationship. It defines expectations, accountability, and trust. But there’s a deeper layer that most consultants and coaches overlook:
✅What’s the evidence that we’re succeeding?
Define the Evidence Criteria
Ask questions like:
- What would tell you this engagement is working?
- What would you see, hear, or feel that would confirm improvement?
- How will you know you’re getting a return on your investment?
You’re looking for both tangible and emotional responses. Are they saving/making money, getting time back. What will they see/hear from others? How will they feel? etc.
Remember, it’s not what you think is important – it’s their criteria which ultimately defines success and referrals.
Be Explicit About What’s Not Working
Equally important, define what not working looks like. Where could things go off track? What would be early warning signs that expectations aren’t being met – from either side?
Asking up front is being proactive. It creates a feedback loop so that if something isn’t working, you can identify it early and correct course before frustration sets in.
Clarify Responsibility
Distinguish:
- What’s within your control (your processes, frameworks, delivery, communication)
- What’s within the client’s control (their actions, responsiveness, implementation)
When those lines blur, resentment builds – often on both sides. When both sides understand what they’re responsible for, either can call it out before it escalates.
My final thoughts…
The goal isn’t just to do the work, it’s to ensure both sides know what success means, how it’s measured, and what happens if things drift off course.
Because nothing kills a good engagement faster than a client who thinks it’s not working, when communication up-front would have set appropriate expectations and outcomes.
