 The
Challenge
No matter how hard you try, that one client
never seems happy. At every client meeting, you find yourself
getting beat up about something else that wasn't "quite right."
And what's really irritating is that the client is always making
last minute requests of you, with little information to go on.
In conversations with other people, you find
you're not alone—they are experiencing similar scenarios
with their clients. So the topic of conversation among you is
about how your clients do nothing but complain. And you have an
inkling that similar conversations are going on among some clients
about your company and how you're not delivering services as needed.
Productivity is down, as people's energy is tied up in talking
about "those other guys." Relationships that are critical to business
results are tenuous, at best.
Too many of us have experienced situations
similar to the one described above. As demands on people increase,
and the focus centers on the bottom line, clear communication
of expectations between people and their clients seems to deteriorate.
This results in rework or work-arounds, lower quality products
and services, unhappy clients, and frustrated people who feel
stuck in a game of "guess what I need and how I need it."
Event Overview
There is a way to get out of such situations—or
avoid getting into them in the first place! By engaging in a process
called Shared Expectations,
you and your clients will experience more productive, effective
relationships with one another. Shared Expectations enables groups
to:
- engage in an open, honest dialogue with each other.
- ensure that an effective business partnership exists between
them.
- clearly and effectively communicate expectations and priorities
to each other.
- discuss both the current and desired levels of performance
relative to the expectations.
- identify where they need to work together to close the uncovered
gaps.
- commit to regular reviews of progress in meeting expectations.
The Outputs
- Documented, clarified, prioritized expectations
- A mutual understanding of key expectations
- A measure of the gap between current and desired performance
for each expectation
- A jointly developed Action Plan to reduce/close gaps, beginning
with the highest priority items
- A commitment to monitor progress and re-calibrate current
performance levels
The Benefits
Although Shared Expectations requires a time
commitment up-front, the benefits are numerous, including:
- Provides a validated focus on where to put energy/resources
(avoids rework!)
- Allows for alignment of expectations within each group
- Encourages a proactive versus reactive approach to avoiding
problems
- Increases understanding of how each group's actions impact
the other
- Encourages on-going feedback between groups
- Produces improved business results; increased customer satisfaction
Shared Expectations is Not
- A survey or questionnaire—instead,
it requires people to talk to each other.
- A "finger-pointing" session—the intent
is to work to make things better, not to "dump" on each other.
- A single, one-time event—the dialogue
that begins with Shared Expectations becomes a way to communicate
on a regular basis.
- A problem identification sessionzthe process
focuses on key expectations—not just problems.
- A focus on only what's "wrong"; it's an
opportunity to share with others which expectations they are
meeting, and to encourage them to continue to do so.
- A tool only for strained partnerships--it's
a great way to strengthen good relationships, too.
- A cookie-cutter approach—the process
rarely looks the same for everyone; it is easily customized
to each unique situation
Process Steps
| Pre-Session Preparation |
Pre-meetings with key players from
each group
1-2 hours per meeting |
Follow-up Session |
Meeting with both groups present
1 full day |
Follow through on commitments
Usually 1- 6 months |
Review of action plan and expectations
with both groups present
half day |
| The "Shared Expectations Process"
has made significant improvements to business relationships
and business results in companies such as AT&T, McDonalds,
Martin Brower, State Farm, United Airlines, Abbott Labs, Union
Pacific Railroad, and Grainger. Why not let it improve your
world, too? |
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