Recently I read an Article in the Customer Collective by Kevin Eikenberry that spoke to the idea that as we engage with customers it is important that we ask the question, “What do you expect?” We often engage with clients and colleagues and we don’t ask what do you expect we make assumptions. And Eikenberry’s advice was to ask this question early in the buying process so that everyone is on the same page.
Yesterday I was reading Forbes on line and saw an article on the worst business jargon. Here Patrick Gray of Prevoyance Group says that the phrase Manage Expectations is a phrase that has to go. He says that when he hears this phrase he hears, “You’re telling co-workers what we’re going to give the client will suck, but you have to convince the client it’s what they really wanted in the first place.”
Neale Donald Walsh writes that, “Expectations are the greatest source of unhappiness.” Buddha also stated that human suffering is caused by our attachment to our expectations.
Two different views on Managing Expectations; what do you think. Is it important to be clear about expectations and then manage to these? Or, is it as Mr. Gray says it’s just a way to divert the client from poor performance. I have my view and it is a strong view but I want to hear your view first.
Take Good Care