What the client should understand.
WHAT TO ESTABLISH
What you will deliver, and when How often they will hear from you How to reach you, and your response time What you need from them What is not included How changes are handled
THE RESPONSE TIME POINT
State it. "I reply to messages within one working day."
Without it, a client who does not hear back in an hour assumes you are unresponsive.
THE COMMUNICATION CADENCE
Tell them when they will hear from you.
A client who knows an update comes Friday does not chase on Tuesday.
WHAT TO BE HONEST ABOUT
Realistic timescales, including buffer What could delay things What you need them to do
WHAT NOT TO DO
Promise what you cannot deliver to win the work Leave expectations unstated and hope they align
WHAT TO PUT IN WRITING
All of it, in the welcome message.
WHAT TO REVISIT
If anything changes, tell them promptly.
WHAT THIS PREVENTS
Most client dissatisfaction, which is usually about expectations rather than work.
