11 min read • Guide 120 of 877
Managing Client Expectations During Development
Client expectations become misaligned when communication is irregular or when clients lack visibility into progress, leading to frustration at delivery time even when teams did good work. GitScrum's ClientFlow feature provides dedicated client portals with curated visibility, letting agencies share progress, gather feedback, and maintain trust without exposing internal development chaos.
Expectation Gaps
Why Expectations Drift
COMMON MISALIGNMENT CAUSES:
┌─────────────────────────────────────────────────────────────┐
│ WHERE EXPECTATIONS GO WRONG │
├─────────────────────────────────────────────────────────────┤
│ │
│ SCOPE CREEP: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Initial request: "Simple contact form" ││
│ │ ││
│ │ Evolution: ││
│ │ Week 1: "Can it send to different emails per topic?" ││
│ │ Week 2: "Actually, can we add a file upload?" ││
│ │ Week 3: "We need a CRM integration too" ││
│ │ Week 4: "Why is this taking so long?" ││
│ │ ││
│ │ Problem: Each addition seemed small ││
│ │ Reality: Scope tripled without timeline adjustment ││
│ └─────────────────────────────────────────────────────────┘│
│ │
│ INVISIBLE PROGRESS: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Week 1: Backend work, database setup, API design ││
│ │ Week 2: Core logic, authentication, integrations ││
│ │ Week 3: More backend, testing, bug fixes ││
│ │ Week 4: UI development starts ││
│ │ ││
│ │ Client sees: Nothing visible for 3 weeks ││
│ │ Client thinks: "What are they even doing?" ││
│ │ ││
│ │ Team did: Critical foundation work ││
│ │ Client perception: Team is slow ││
│ └─────────────────────────────────────────────────────────┘│
│ │
│ TIMELINE OPTIMISM: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Sales promise: "About 6 weeks" ││
│ │ Actual estimate: 8-10 weeks ││
│ │ Final delivery: 12 weeks ││
│ │ ││
│ │ Client remembers: 6 weeks ││
│ │ Client disappointment: 6 weeks late ││
│ │ Reality: Only 2 weeks beyond honest estimate ││
│ └─────────────────────────────────────────────────────────┘│
│ │
└─────────────────────────────────────────────────────────────┘
ClientFlow Setup
Dedicated Client Portals
SETTING UP CLIENT VISIBILITY:
┌─────────────────────────────────────────────────────────────┐
│ CLIENTFLOW CONFIGURATION │
├─────────────────────────────────────────────────────────────┤
│ │
│ CREATE CLIENT PROJECT: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Project: Acme Corp Website Redesign ││
│ │ Type: Client Project ││
│ │ ││
│ │ Enable ClientFlow: ││
│ │ ☑ Client portal access ││
│ │ ☑ Task visibility controls ││
│ │ ☑ Comment visibility controls ││
│ │ ☑ Feedback collection ││
│ │ ││
│ │ Client users: ││
│ │ + sarah@acmecorp.com (primary contact) ││
│ │ + john@acmecorp.com (stakeholder) ││
│ └─────────────────────────────────────────────────────────┘│
│ │
│ VISIBILITY CONTROLS: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ What clients CAN see: ││
│ │ ✅ Milestones and due dates ││
│ │ ✅ Tasks marked "client-visible" ││
│ │ ✅ Progress percentages ││
│ │ ✅ Comments marked for client ││
│ │ ✅ Deliverables ready for review ││
│ │ ││
│ │ What clients CANNOT see: ││
│ │ ❌ Internal technical tasks ││
│ │ ❌ Bug reports and fixes ││
│ │ ❌ Team discussions ││
│ │ ❌ Time tracking details ││
│ │ ❌ Cost/resource allocations ││
│ └─────────────────────────────────────────────────────────┘│
│ │
│ CLIENT-FACING BOARD: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Columns clients see: ││
│ │ ││
│ │ ┌──────────┬──────────┬──────────┬──────────┐ ││
│ │ │Upcoming │In Progress│Review │Complete │ ││
│ │ ├──────────┼──────────┼──────────┼──────────┤ ││
│ │ │ ┌─────┐ │ ┌─────┐ │ ┌─────┐ │ ┌─────┐ │ ││
│ │ │ │Page │ │ │Home │ │ │Logo │ │ │Wire- │ │ ││
│ │ │ │designs│ │ │page │ │ │review│ │ │frames │ │ ││
│ │ │ └─────┘ │ └─────┘ │ └─────┘ │ └─────┘ │ ││
│ │ └──────────┴──────────┴──────────┴──────────┘ ││
│ │ ││
│ │ Hidden from clients: ││
│ │ • Backlog column ││
│ │ • Bug/QA columns ││
│ │ • Technical debt items ││
│ └─────────────────────────────────────────────────────────┘│
│ │
└─────────────────────────────────────────────────────────────┘
Progress Communication
Regular Updates
STRUCTURED STATUS UPDATES:
┌─────────────────────────────────────────────────────────────┐
│ KEEPING CLIENTS INFORMED │
├─────────────────────────────────────────────────────────────┤
│ │
│ WEEKLY STATUS UPDATE: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Template (post in ClientFlow or email): ││
│ │ ││
│ │ ## Week of January 15 Update ││
│ │ ││
│ │ **Progress: 65% complete** ││
│ │ ████████████████████░░░░░░░░░░ ││
│ │ ││
│ │ ### Completed This Week ││
│ │ ✅ Homepage design approved ││
│ │ ✅ Contact form functionality ││
│ │ ✅ Mobile responsive layouts ││
│ │ ││
│ │ ### In Progress ││
│ │ 🔄 Product catalog integration (80%) ││
│ │ 🔄 Blog setup and styling (60%) ││
│ │ ││
│ │ ### Coming Next ││
│ │ 📅 Payment integration (starting Monday) ││
│ │ 📅 SEO optimization ││
│ │ ││
│ │ ### Needs Your Input ││
│ │ ⚠️ Please review product category structure ││
│ │ ⚠️ Awaiting brand guidelines for footer ││
│ │ ││
│ │ ### Timeline Status ││
│ │ On track for February 15 launch ✅ ││
│ └─────────────────────────────────────────────────────────┘│
│ │
│ MILESTONE NOTIFICATIONS: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Auto-notify clients when: ││
│ │ • Milestone completed ││
│ │ • Deliverable ready for review ││
│ │ • Feedback request submitted ││
│ │ • Timeline change occurs ││
│ │ ││
│ │ ClientFlow sends email: ││
│ │ "Design Phase Complete - Ready for Your Review" ││
│ │ "Please review and approve by January 20" ││
│ │ [View in Portal] button ││
│ └─────────────────────────────────────────────────────────┘│
│ │
└─────────────────────────────────────────────────────────────┘
Feedback Collection
Structured Client Input
GETTING ACTIONABLE FEEDBACK:
┌─────────────────────────────────────────────────────────────┐
│ FEEDBACK WORKFLOWS │
├─────────────────────────────────────────────────────────────┤
│ │
│ REVIEW REQUESTS: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Create review task in ClientFlow: ││
│ │ ││
│ │ Title: "Homepage Design Review" ││
│ │ Assigned to: Client (sarah@acmecorp.com) ││
│ │ Due: January 18 ││
│ │ ││
│ │ Description: ││
│ │ "Please review the homepage design and provide feedback:││
│ │ ││
│ │ Preview: [link to staging] ││
│ │ Design file: [link to Figma/PDF] ││
│ │ ││
│ │ Questions: ││
│ │ 1. Does the hero section convey your brand message? ││
│ │ 2. Is the navigation intuitive for your customers? ││
│ │ 3. Any color or typography adjustments needed? ││
│ │ ││
│ │ Please reply with approval or specific changes needed." ││
│ └─────────────────────────────────────────────────────────┘│
│ │
│ FEEDBACK GUIDELINES: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Include in project kickoff NoteVault: ││
│ │ ││
│ │ # How to Give Feedback ││
│ │ ││
│ │ ## What helps us: ││
│ │ ✅ "The button color is too bright, needs to match ││
│ │ brand blue #2E5BFF" ││
│ │ ✅ "Users will look for contact info in footer" ││
│ │ ✅ "We need this text to be more prominent" ││
│ │ ││
│ │ ## What slows us down: ││
│ │ ❌ "It doesn't feel right" (too vague) ││
│ │ ❌ "Make it pop more" (subjective) ││
│ │ ❌ Conflicting feedback from multiple stakeholders ││
│ │ ││
│ │ ## Process: ││
│ │ 1. We send review request with deadline ││
│ │ 2. Consolidate feedback internally before responding ││
│ │ 3. One person submits final feedback ││
│ │ 4. We implement and show updated version ││
│ └─────────────────────────────────────────────────────────┘│
│ │
└─────────────────────────────────────────────────────────────┘
Scope Management
Handling Changes
CHANGE REQUEST PROCESS:
┌─────────────────────────────────────────────────────────────┐
│ MANAGING SCOPE CHANGES │
├─────────────────────────────────────────────────────────────┤
│ │
│ CHANGE REQUEST WORKFLOW: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ When client requests change: ││
│ │ ││
│ │ 1. ACKNOWLEDGE ││
│ │ "Thanks for the feedback! I'll evaluate this and ││
│ │ get back to you with impact assessment." ││
│ │ ││
│ │ 2. ASSESS ││
│ │ Create internal task: "Evaluate: [change request]" ││
│ │ - Estimate effort ││
│ │ - Timeline impact ││
│ │ - Cost implications ││
│ │ ││
│ │ 3. RESPOND (ClientFlow) ││
│ │ "Change Request: Add file upload to contact form ││
│ │ ││
│ │ Impact Assessment: ││
│ │ • Additional effort: 8 hours ││
│ │ • Timeline impact: +2 days ││
│ │ • Cost: $XXX or included in contingency ││
│ │ ││
│ │ Options: ││
│ │ A) Include in current scope (+$XXX, +2 days) ││
│ │ B) Add to Phase 2 (no impact to Phase 1) ││
│ │ C) Replace with lower-priority feature (no impact) ││
│ │ ││
│ │ Please confirm how to proceed." ││
│ │ ││
│ │ 4. DOCUMENT ││
│ │ Update scope document in NoteVault ││
│ │ Record decision in task comments ││
│ │ Adjust timeline if approved ││
│ └─────────────────────────────────────────────────────────┘│
│ │
│ SCOPE TRACKING: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Labels for scope clarity: ││
│ │ ││
│ │ scope/original - in original agreement ││
│ │ scope/change-v1 - approved change #1 ││
│ │ scope/change-v2 - approved change #2 ││
│ │ scope/out-of-scope - declined/deferred ││
│ │ ││
│ │ Dashboard view: Filter by scope label ││
│ │ Shows: Original vs added scope clearly ││
│ └─────────────────────────────────────────────────────────┘│
│ │
└─────────────────────────────────────────────────────────────┘
Difficult Conversations
Handling Problems
WHEN THINGS GO WRONG:
┌─────────────────────────────────────────────────────────────┐
│ PROACTIVE PROBLEM COMMUNICATION │
├─────────────────────────────────────────────────────────────┤
│ │
│ DELAY NOTIFICATION: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ Template for timeline changes: ││
│ │ ││
│ │ Subject: Project Update - Timeline Adjustment ││
│ │ ││
│ │ Hi Sarah, ││
│ │ ││
│ │ I want to give you an early heads-up about our timeline.││
│ │ ││
│ │ **Situation:** ││
│ │ The payment integration is more complex than expected ││
│ │ due to your bank's API requirements. ││
│ │ ││
│ │ **Impact:** ││
│ │ We need an additional week for thorough testing. ││
│ │ New launch date: February 22 (was February 15) ││
│ │ ││
│ │ **What we're doing:** ││
│ │ • Added a senior developer to accelerate ││
│ │ • Daily testing to catch issues early ││
│ │ • No additional cost to you ││
│ │ ││
│ │ **Why early notice:** ││
│ │ Better to adjust expectations now than surprise you ││
│ │ at the last minute. ││
│ │ ││
│ │ Questions? Happy to discuss on a call. ││
│ └─────────────────────────────────────────────────────────┘│
│ │
│ KEY PRINCIPLES: │
│ ┌─────────────────────────────────────────────────────────┐│
│ │ ✅ Notify early (not the day before deadline) ││
│ │ ✅ Be specific about cause and impact ││
│ │ ✅ Show what you're doing to address it ││
│ │ ✅ Provide new realistic timeline ││
│ │ ✅ Take responsibility (even for external factors) ││
│ │ ✅ Offer to discuss (don't just email and hide) ││
│ │ ││
│ │ ❌ Don't blame the client ││
│ │ ❌ Don't be vague about new timeline ││
│ │ ❌ Don't wait until asked ││
│ │ ❌ Don't make excuses without solutions ││
│ └─────────────────────────────────────────────────────────┘│
│ │
└─────────────────────────────────────────────────────────────┘