Setting Expectations…

Right. In business, there is very little time to waste, so what we try to do is make every second count. Setting expectations is basically letting people know what is about to take place.

At school they would tell us — allright kids, the test is going to be 40 questions full of this and that, so brace yourself, and you would use that info to prepare accordingly. Here’s a little tip, people really don’t like surprises. It’s easier for them to comprehend what will transpire if you simply tell them what the plan is.

A girl who is about to go out with a boy will ask him — ok where are we going and what is the plan? Why? Because depending on what the guy will come up with, she will either say yes or no. People usually want to know before hand what they are about to subject themselves too.

On a subliminal level, it’s the basic form of fear. We fear the unknown, however if we think about something for a second, and explore the options we begin to fear it less since we know of a few possible outcomes and we brace ourselves for that.

So, ideally you want to avoid miscommunication, which causes discomfort, if you can. The bait and switch tactic may work once or twice but it is an unreliable source of income and sustainability is questioned in this case. What you are looking for is a system, a plan, a 1,2,3 step process.

So when the plumber calls in, he says — ok this is will take about an hour, I will check the system, make a recommendation, and will give an estimate and we’ll go from there. At least that’s what the good ones will do.

If you are vague and unclear, the people on the other end will think twice before inviting you in, why? Because you did not make them feel comfortable, and they will do everything they can to weasel out of the meeting. They will come up with lame excuses simply not to go through with it.

So what do we do. We need to be clear from the get go. For example, “Mam, I will be able to give you a ballpark estimate of the work taking into consideration A,B,C. Does that sound fair?”

Setting expectations in business, especially in consumer business is very important. Set them and yourselves us for success, not uncertainty, think it through, think of what the consequences may entail and how to deal with that. Ultimately it will boil down to experience, that’s why those who’ve been doing it for a period of time tend to do better, they’ve gone through it.

So, remember make your clients be comfortable with what you are about to do, set the proper expectations to avoid buyer’s remorse. Thank you.