There’s a slightly funny cliché: Have no expectations and you’ll never be disappointed. Ha ha … but, seriously, folks, untrue.
Setting expectations, managing perceptions, consistently communicating and offering top-notch customer service builds loyalty and grows your business. It’s a back-to-basics business concept that enhances both your professional and personal life.
Setting personal expectations can propel us toward remarkable accomplishments through goal-directed behaviors. Focused outward, setting clear expectations with customers raises their satisfaction. In relationships, transparent expectations level out interactions and inspire others. As American inventor Charles Kettering said, “High achievement always takes place in the framework of high expectation.”
You
The first rule of setting expectations for yourself is to align them with your vision, values and goals – to decide how to be the best version of yourself. Then, you must clearly understand the “why” behind that vision. So, you’re going to need to give yourself time for some reflection and to create an achievable action plan with clear milestones to reach and celebrate. Ask, “How am I going to add value to my life?”
Your strategy should be challenging enough to push you but not too difficult to realistically accomplish. Setting expectations to live a meaningful, satisfying personal life and work on the skills that go with it usually means your business life is good, as well.
Real life tip: Use productivity tools to stay on track. But do remember to give yourself a break, too.
Customers
You’ve created a value-based vision for yourself. Now, it’s time to set expectations with your customers. Ask, “How am I going to add value to my customers’ lives?” Start by pinpointing their needs through open conversation. Ask questions! Seek out customers’ unspoken assumptions. Find out what it takes to make each customer thrilled with your service and want to come back to you. Then you’ll know if their expectations are being met.
Next, be open about your own targets and objectives. After all, setting clear expectations with customers is the key to good customer service. For example, if you dedicate weeknights to your family but are totally engaged with your customers on weekday mornings and Saturdays, be transparent. If it’s likely the product they’re wanting will be delayed, openly communicate it. Then, when a product is delivered ahead of schedule, or you’ve offered personalized touches, you’ve exceeded expectations and fostered customer loyalty.
The other benefit of this approach is that if issues crop up while you’re engaged with your customer, misunderstandings or upsets are minimized and you won’t have to scramble to save a business relationship.
Real life tip: Use automated notification and messaging apps to communicate on schedule. Set response time expectations for yourself and your clients.
Relationships
Set expectations into your personal relationships for better communication and improved interactions with family, friends and colleagues. Experts say managing expectations reduces stress, increases relationship satisfaction and promotes personal growth and well-being.
The key to setting interpersonal expectations is to explain the “why” behind it. Both sides must see the relevance and find meaning in it. Think of it as creating agreements. Both parties must be honest in setting realistic boundaries and acknowledge each person’s perspective. Be realistic. Humans are flawed, so accept imperfections and work through challenges together. Check in regularly and remember to celebrate successes.
Apply these principles when interacting with your team. Use positive language about yourself and others. Communicate your expected service standards and best practices for interacting with customers.
Real life tip: The next time you go to dinner, try this experiment (even if you’ve never visited the restaurant before). Say, “I always get the best service here!” Then watch as the staff’s service rises to meet that expectation.
Setting expectations is a cornerstone of success for independent business owners. Consultants can enhance customer satisfaction, grow their business and promote personal well-being by applying clear communication strategies and managing expectations.
Help your direct sales community! Share your best strategies for setting expectations.
