Managing Expectations: Working with People Who Want More

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.

Yet how often do you openly acknowledge these differences in expectations and take steps to better manage them? And how often are you a victim of your own expectations of yourself?

Expectations are difficult to control and impossible to turn off. Naomi Karten offers concrete ways to manage them, and in the process, to dramatically improve the effectiveness of your services.

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

"If the people crash, it does not matter that the program runs. The purpose of Karten's book is to make the people run." -- Nicholas Zvegintzov, Software Management News