Managing Expectation Management
I love the idea of expectation management. In my mind, it’s pretty clear that the level of client satisfaction is determined by how well expectations are managed. What is more important? I think...
View ArticleDefining an expectation
My goal for this blog in the coming time is to create a system for expectation management that can be used in a real life business. For that, I’ll need your help. Before we can begin, we need to...
View ArticleDefining management of expectations
What will it actually mean to manage expectations? I have mentioned ‘expectation management’ many times. We have just defined expectation, but we still need to define ‘management’ before we can really...
View ArticleA list of expectations
I have the very simple idea that it must be at the very core of a formalized expectation management to maintain a list of expectations. The list should contain all expectations that have been...
View ArticleHow do we identify expectations?
Before we can get started with listing expectations, we need to identify them. We need to figure out what expectations the client has before we can deal with those expectations. Digging down into it, I...
View ArticleHow to guess the client’s expectation
One proposed way to identify the client’s expectations is to just guess! The problem with this method of identifying expectations is that it doesn’t work. Rather, we might guess right some times, but...
View ArticleHow to analyze your client’s expectations
Analysis differs from guessing in that analysis is based on reliable information already available. For analyzing expectations, here are some of the types information that the analysis can be based on....
View ArticleTalk to your client about their expectations
I’ve recently published posts about how you can identify expectations through guesswork or analysis. Those are good options and should not be neglected, but there is another way of learning about your...
View ArticleExpectation Management so far
So far, I’ve written 8 blog posts about expectation management. Next up are the two topics appearing in grey below. This graph shows that it can be quite an elaborate topic, to describe everything...
View Article6 Steps to Successful Expectation Management
I use Expectation Management in my daily work life. In real life use, you can apply Expectation Management to your work by remembering a few simple steps. When do I need this? These basic steps are...
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