“Excellence is the Result of Caring more than others think is Wise, Risking more than others think is Safe, Dreaming more than others think is Practical, and Expecting more than others think is Possible.”
Ronnie Oldham
Expectation management is critical – at home, at work, in business, wherever it is that you walk – properly managing expectations is a difference maker when it comes to results. As leaders we are to be difference makers – that is what leaders do – make a difference by enabling activity and accelerating those under our charge. So, as a leader, if you aren’t laboring (and I choose that word purposefully) to manage the expectations of your team and/or your customers then I guarantee there is internal turmoil. That turmoil may not have surfaced yet but it’s there and coming. Those who manage expectations well get excellent results. Leaders who don’t manage expectations miss the mark. As a matter of fact, I would be willing to bet that a source of your current problems may be that you haven’t managed expectations well.
So the first principle to grab a hold of is to manage expectations well – for your team, for your customers. But what I want to spur you on to is exceeding expectations. What would the world look like if businesses consistently exceeded customer expectations? Would they frequent your business more often? Purchase more? What if employees consistently exceed expectations? Would team dynamics be different? Would customers be wowed? Would they recommend us even more? Imagine the difference that could make!
“Leaders who don’t manage expectations miss the mark…”
What would the economics look like if all around us were all kinds of people and businesses exceeding expectations? I was pondering the response of consumers I have observed lately – from an “entitlement” attitude to a hostile one where the consumer expects to be done wrong and comes into the establishment or phone/service call with a fighting attitude. Why is that? Misaligned expectations. They either have a history of being disappointed or expectations were missed and now they want things aligned! Ultimately that floats up to a leadership problem.
What are we as leaders’ not doing that leads consumers to act this way? First we are probably not managing and then exceeding the expectations of our employees or team members. If we don’t wow our team then it’s doubtful they are out there trying to wow the customer! I will be the first to admit that exceeding expectations feels and maybe even is expensive – costly to us as persons and in the business bank account – but I believe that the ROI is worth it. Managing and then exceeding expectations as leaders leads to magnified results – your employees will be more energized by a leader that consistently elevates them and makes them better, your customers will be left in awe and feel compelled to come back to your team/establishment for more, and lastly you will be more fulfilled when you see results beyond even your expectations!
So go out today and make a difference – exceed the expectations of your team and/or customers – then find some time this week to put in a plan that enables your team to consistently exceed expectations and for you to do the same for them!
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