Today was about setting expectations. It is a critical first step whether it is for students, employees or customers. The ability to precisely articulate standards, deliverables and what you can and cannot do in a specific time period is a key to accountability and satisfaction. For example, an advertised 10 minute oil change should not take 30 minutes!
An educated employee or customer has the potential to be your strongest ally, and the responsibility for providing that education rests firmly with company leadership. I love when certain airlines offer you nothing (except getting you from point A to B safely) and they rate high in satisfaction surveys. The reason? No expectations. No disappointments. In contrast, are the ritzy hotels who promise you the world, and deliver.
Setting the bar high, or low, is a matter of strategic choice. Managing expectations is smart business.
Unrealistic, unarticulated expectations are the root of failed business and personal relationships. Maybe that’s why I enjoy foreign travel so much — I go to exotic countries with no expectations and am never disappointed!
Starting tomorrow, set the bar. Under promise and over deliver — you will delight everyone around you.
About Hemant Rustogi