Managing Expectations

This is the digital version of the printed book (Copyright © 1994).

People have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. But sometimes your expectations of them seem just as unreasonable (in their eyes).

The problem is that these mismatched expectations can lead to misunderstandings, frayed nerves, and ruffled feathers. More seriously, they often lead to flawed systems, failed projects, and a drain on resources.

Managing Expectations shows how to identify expectations and suggests ways to gain more control of them. In today’s turbulent business world, understanding and meeting your customers' expectations is indeed a challenge, and it’s not hard to understand why: Expectations affect a range of interactions, including service responsiveness, service capability, product functionality, and project success.

Expectations are difficult to control and impossible to turn off. However, by learning to identify and influence what your customers expect, you can dramatically improve the quality, impact, and effectiveness of your services.

Contents include sections on communication skills, information gathering, policies and practices, building win-win relationships, as well as a concluding chapter on how to formulate an action plan.

A Step-by-Step Guide to Managing Expectations

Guard Against Conflicting Messages

Use Jargon with Care

Identify Communication Preferences

Listen Persuasively

Help Customers Describe Their Needs

Become an Information-Gathering Skeptic

Understand Your Customers' Context

Try the Solution On for Size

Clarify Perceptions

Set Uncertainty-Managing Service Standards

When Appropriate, Just Say Whoa

Build Win-Win Relationships

Formulate an Action Plan