The Importance Managing Expectations

One of the most important things we can do at work is to manage the expectations of those around us. If you're a manager, make sure that your direct reports know what to expect from you and what you expect from them. If you are individual contributor, make sure to find out what your boss expects and that it matches what you expect to contribute.  If you work in a client facing role, be sure that expectations are clear between your team and the client team - this means more than just writing and signing a contract.  Nothing will derail a project or career faster than mismatched expectations.

As IT consultants one of our standard deliverables is a demonstration of the system we are implementing.  This deliverable is the single hardest piece of the project to manage as far as expectations are concerned. Some clients expect a fully developed system with client data updated to the minute. Others are happy with nothing more than a few process flows and a discussion of the new system. Some clients want to schedule a full week of demos while others look for only a few hours. Some clients want demonstrations at every milestone, some clients want a demo before signing the contract and some want a demo just before go-live.

I have seen far too many of these demonstrations turn successfully, on-time, under-budget projects into disasters because suddenly the client loses all faith in the consultants.  The only way to ensure these demonstrations are successful is to over-communicate what you (as a consultant) are expecting to demonstrate. If the system is not 100% configured, make sure the client project team knows in advance. If the data will not be ready, make sure the client project team knows in advance.  Most clients are flexible and understand that issues arise, problems happen and schedules sometimes need to move. What most clients will not accept, however, is being surprised. Sometimes it may be necessary to lower these expectations. For example, if the system is not ready (or the environment is not stable) make sure the client only expects screen shots and a PowerPoint. Additionally be sure that the client project manager is properly communicating this to the rest of the team.

Managing expectations goes way beyond just product or system demonstrations. With every meeting and every deliverable it’s important to ensure that you are meeting or exceeding expectations.  You should constantly communicate your plans and solicit feedback on your work. All of this goes toward being an effective manager/employee/consultant.

Always ensure that you and those around you are the same page. It's as simple as that.

Good Talk,

Tom