Addressing the challenge of meeting customer expectations, staff expectations, Board expectations, public expectations and even your own personal expectations, has most recently become a major area of Inspiring Innovations consultant discussion.

Well, advising on the EXPECTATIONS issue I thought should be easy…right?  But even with the solid wording found in contracts, lists of performance measures, discussions of deadlines and/or creative service agreements, there are still Unlimited Shades of Gray when addressing the “looking forward to something” beliefs and feelings founded in EXPECTATIONS.

Now for those that know me…REALLY know me…they know that I have always loved the gray areas of policy, rules and life.  The gray areas have enabled me and many others to exercise our innovation and non-traditional “muscles” and to experiment and pilot so many cool concepts and services!

But for today…and maybe just this once, I will try to “darken the gray” and toss out my Top 10 that I hope will help everyone with the EXPECTATIONS challenge. CAUTION: Be sure to remember that the 10 ideas come from the “Giver AND Receiver” points of reference.

1. Smile and always nicely ask the most specific questions you can put forth.  (With EXPECTATIONS, a hostile tone or softball questions will go nowhere.)
2. Write down “what do you/they want?” Add appropriate details.
3. Do not expect that people will totally “get” your expectations.  (They can’t read your mind and have not had the same expectations-building experience you have had).
4. Have confidence that people do understand your CORE expectations and you theirs…but never assume.
5. Try to display your desired outcomes first…and the expectation actions will evolve more smoothly.
6. Refer to past precedent activities/priorities to assist in expectation comprehension.
7. Share your expectation questions with co-workers/colleagues.  (A lack of expectation understanding or clarity is often a pain felt by many!)
8. Don’t assume an expectation for or from someone is equally delegated (Accept that partial expectation assignments are still a statement that you are important.)
9. Simplicity Matters!
10. Communicate…Communicate…COMMUNICATE all regarding expectation steps.

And if you wanted #11…how about: Be sure to offer a “way-to-go” to those involved if your expectations are met or exceeded.  Quality constructive criticism is also helpful if someone falls short.