It’s all about expectations..

Most of our disappointments in life are based on expectations, or better said expectations that aren’t met.

If you question this, try the following: grab a sheet of paper and write down what you expect during a random day, from the moment you get up until you go to bed, let’s say yesterday! What did you come up with?

You expected for your appointment to turn up in time, for your lunch not to cost more than the price listed on the menu? For the Petrol station to still be open at 9.00 pm?

Ok, how about this?
Did you not expect your alarm to go off on time in the morning, simply because you set it? Your coffee to taste the same as usual? Hot water coming out of the shower? The train to arrive at the platform where it arrives every day? The news agent on the way to work to be open? The elevator to arrive when you call it?

So what if you didn’t wake up because your alarm failed to go off or there was only cold water in the shower? You would be late at work and feel irritated. What if your coffee tasted like tea, the train didn’t arrive and the elevator was broken? Would you be disappointed? Angry?

Unconsciously, we have so many more expectations than we are aware off and when they are not met, we feel uncomfortable, sad or angry.

Being able to meet expectations is a good skill to have, no matter what business you are in. The end result doesn’t really matter, as long as expectations are set and met.

Take a look at the following scenario:
You order goods from three different companies: A, B and C. Company A promises to have the goods ready in 2 days, but fails to deliver and sends the goods 2 days late. Company B claims to send the goods within 4 days and does so. Company C says to deliver within 7 days but the goods arrive at your house on day 4.
All companies delivered your order on the same day. Which company are you most happy with? Exactly, company C, the one that exceeded your expectations!

I once visited a potential client to tell him about our recruitment services. We talked on the phone prior to the meeting and I had explained that it would be a meeting in which I would present myself and the company and get to know his organisation and needs better to see whether there would be synergy and we could work together. During the meeting, while I was giving him an overview of what we could do for him, he interrupted me and said “I thought you would bring a pile of CV’s for me to choose from”. He expected something different and was disappointed.

When doing business, make sure you know what your client’s expectations are, how else can you make sure to meet them? If you are the one who sets expectations, you are the one to blame when your client is unhappy. In my experience, most companies these days fail to even meet your expectations, few manage to exceed them. With a little bit of effort and attention to detail, it is easy to exceed and stand out in the crowd.

So get out there and underpromise and overdeliver!