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Managing Expectations

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A few years back I lived in Phoenix and my relatives came to visit from Boston. As a resident of the Grand Canyon State, I was jacked to take them to see the 277-mile, steep sided canyon carved by the Colorado River. So, the next morning we grabbed our Starbucks and drove 231 miles to the South Rim of the Grand Canyon. We paid the entrance fee, parked, and slowly walked up to the rim of the canyon and….

Well, here’s what I expected to see:

(Photographer: Moyan Brenn)

Here’s what I would’ve settled for:

PHOTOGRAPHER J.M. EDEN. CIRCA 1951

And, honest to goodness, here’s what we got:

(Photographer: Kelsie Medel)

That’s a memorable one to display on the mantle, huh? Managing expectations…

All of us here at TSheets have had our fair share of experiences with exceeding, meeting, or failing to meet expectations with each other and with our clients. Maybe a couple of our tried-and-true business strategies will help you:

Be transparent in your communication.

In order to meet expectations, your communication needs to outline the process and not just the end result. We all like to learn something new and clients like to be fully informed. So, educate them on the process. Lay out a clear blueprint of what steps you will take to achieve their desired goal.

Be realistic.

Set clear expectations early knowing your capabilities and limitations. Promising a Rolls Royce end product and delivering a Kia is even worse than going to the Grand Canyon and seeing a blanket of dense fog.

Be honest.

Schedule regular updates. The unexpected does happen and there are often legitimate reasons for making adjustments in production and delivery dates. It’s a whole lot better to know that the parking garage will not be completed prior to the valet parking attendants showing up to work the Grand Opening.

Be meticulous about details.

It seems like common sense but don’t rush through the process. You will not only miss the small touches that result in failed expectations, but you could make unspeakable (and potentially hugely embarrassing) errors. Case in point: Red Lion Area School District displayed a banner asking you to “Become a Partner in Pubic Education.”

Who knows if my east coast relatives will let me be their tourguide again. Often, in life and business, we only get one shot. That’s why taking the time to effectively manage and exceed expectations is worth every minute.

And that’s what we’re all about here at TSheets.

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