Communication is really key to managing relationships and meeting or exceeding expectation is always a winner. Thanks to Tom Kane for great tips from an article on "managing" client expectations by Patricia Yevics that has some helpful points about communication that works for most industries (he and Patricia specialize in law):

Communicate expectations clearly at the beginning of a relationship:

o       Instant response to calls or e-mails is not always required or sound practice (perhaps a thoughtful or studied response is better?)

o       Let clients know that you or someone from your office will return calls within X period of time (Depending on your capability this might vary, but within two-six hours is great. Make certain that emails are covered also in extended absenses since so many people now expect email responses),

o       Ask client if returning calls after normal business hours, on weekends or by cell phone are okay (this shows respect for the value of their time, and your willingness to communicate outside the workday. Also get and keep all numbers so you can contact clients when you need to at various locations),

o       Suggest client leave as detailed a message as possible on voicemail (this avoids return phone tag and saves time and allows you to prepare for the call. Most folks need training in this one).

Communicating messages on the reality of the product or service also is paramount in having customers respond positively.  Simply only promise what the product or service will do today. If there are upgrades or additions coming soon, you can tell clients that, but be careful that they are buying what it is you are offering today so they will have their expectations exceeded in the future when the new product enhancements or new services are actually available.