This is the digital version of the printed book (Copyright
People have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. But sometimes your expectations of them seem just as unreasonable (in their eyes).
The problem is that these mismatched expectations can lead to misunderstandings, frayed nerves, and ruffled feathers. More seriously, they often lead to flawed systems, failed projects, and a drain on resources.
Managing Expectations shows how to identify expectations and suggests ways to gain more control of them. In today's turbulent business world, understanding and meeting your customers' expectations is indeed a challenge, and it's not hard to understand why: Expectations affect a range of interactions, including service responsiveness, service capability, product functionality, and project success.
Expectations are difficult to control and impossible to turn off. However, by learning to identify and influence what your customers expect, you can dramatically improve the quality, impact, and effectiveness of your services.
Contents include sections on communication skills, information gathering, policies and practices, building win-win relationships, as well as a concluding chapter on how to formulate an action plan.
A Step-by-Step Guide to Managing Expectations
Guard Against Conflicting Messages
Use Jargon with Care
Identify Communication Preferences
Help Customers Describe Their Needs
Become an Information-Gathering Skeptic
Understand Your Customers' Context
Try the Solution On for Size
Set Uncertainty-Managing Service Standards
When Appropriate, Just Say Whoa
Build Win-Win Relationships
Formulate an Action Plan
Table of Contents
- About This eBook
- Title Page
- Copyright Page
- Also Available from DORSET HOUSE
- Introduction: The Expectations Challenge
Section 1: Communication
- 1. Guard Against Conflicting Messages
- 2. Use Jargon with Care
- 3. Identify Communication Preferences
- 4. Listen Persuasively
Section 2: Information Gathering
- 5. Help Customers Describe Their Needs
- 6. Become an Information-Gathering Skeptic
- 7. Understand Your Customers’ Context
- 8. Try the Solution on for Size
Section 3: Policies and Practices
- 9. Clarify Customer Perceptions
- 10. Set Uncertainty-Managing Service Standards
- 11. When Appropriate, Just Say Whoa
- 12. Build Win-Win Relationships
- Conclusion: Formulate an Action Plan
- Related Reading
- Title: Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!
- Release date: July 2013
- Publisher(s): Addison-Wesley Professional
- ISBN: 9780133488678