Posts Tagged ‘expectations’

Expectations Can Make Or Break You

I mused publicly earlier today about two recent mis-steps by high profile figures, and why the blogosphere came down like a tonne of bricks on one of them and not the other. As I was doing so, the answer came to me:

Musing about different expectations

Expectations are critical.

People have lower expectations of TechCrunch than they do of a well-regarded Forrester analyst. So, when one made a mistake, there was a chorus of disapproval. However, when TechCrunch published a rumour that Twitter was in late-stage talks with Google and was subsequently forced to admit it wasn’t true revise their story, there was barely a murmour. The expectations were different.

Take that thinking and apply it to yourself. It’s easy to type words into your computer and make youself out to be wonderful, but can you match the expectations you raise? Do you preach about bad pitches then go out and spam bloggers? Do you give advice on transparency but fail to follow through? Do you put yourself up as an expert when you have little experience?

I avoid writing about some topics, or write posts that question rather than advise, because I know less about them. On other topics, however, I’m more confident and am happy to write about them. 

Think hard, because if you raise expectations and you don’t meet them, people will react much more negatively than if you did the same thing without talking yourself up beforehand.

What Are Your Expectations?

expectationsAs I wrote back in February, expectation management is important in all areas of your work:

"A failure to match what people expect with what they get can be disastrous for your brand. Don’t make promises that you can’t keep."

That post was focused on managing and meeting customer expectations, but what about clients and colleagues?

I started working on a new account recently, which got me thinking about the expectations I have of myself, my colleagues and the companies for whom we work.

Six primary expectations come to mind:

  1. Communicate well: Communication can make or break a project. I’d much rather hear a little ‘too much’ about things than not enough.
  2. Be proactive: If you see a need, what can we do to meet it? If you need help, seek it out. If you want to work on something, let me know.
  3. Be accountable: If you’re assigned a task, you’re expected to do it.
  4. Meet deadlines: Every action item has deadlines for a reason. Sometimes it will require working late to meet them.
  5. Work as a team: Celebrate together; hunker down together.
  6. High quality work: If you wouldn’t stake your reputation on it, don’t hand it to me as a final piece of work.

When working with clients it’s equally important and, to a large extent, the same principles apply.

Setting expectations like these at the outset helps to hold everyone accountable. Sometimes you will need to explicitly state them; other times, after working with people for a while, they will understand them implicitly.

Those are some of the key expectations that I like to set, both internally and externally; what are yours?