Everyone gets disappointed from time to time, for a range of different reasons. Someone didn’t do something. Someone did do something, just not the right thing. Someone said something, but not skillfully. Things just didn’t turn out right. But there is one common source. Expectations. The only reason people get disappointed about anything is because they expected something else to happen.

If things happen just as we expect, then disappointment rarely follows. Just don’t expect people to do cartwheels of joy if you do just as they expected you to. Cartwheels only happen when you exceed their expectations.

Who sets the expectations? Many of them are assumed, by us and by others. Did we seek to understand the expectations of others, and reset them where appropriate, or did we plough on ahead, thinking that everyone knew what was in our minds.

Perceptions

Often, our clients have a perception of how the service should be, or what the quality should be, or what the price should be. This is often created by the previous provider of the same service or product. You will be judged against what’s already a perception in their mind based on previous experience. So, how do we not disappoint our clients, our team members or our boss?

Tips

• Never assume that people know what’s in your mind.
• Never assume that you know what’s in people’s minds.
• Ask about what expectations they have, at the start of the meeting, even if you think you both are clear.
• Ask what outcome they would like to have by the end of the meeting.
• If you can’t deliver on those expectations, you need to let them know – right now.
• Set clear expectations, and follow up with an email reiterating the expectations or agreements.
• Follow through on your commitments.
• If you are going to break a commitment, let the other party know as soon as possible. Leaving it too late gives them no time to find another solution.