Expectation vs. Delivery and What not to Say

Have you noticed how the more experienced you become, the more you learn to edit down?

We learn to be more efficient with time management, while at the same time more effective in what we deliver. We learn to listen for cues that tell us when things are going well, and when we need to adjust our course when they are not. We learn to be more attuned to the needs of our customers and to set expectations properly: this is what we do, this is what we don't do.

That is the underlying topic of this week's post at FC Expert blogs. My approach there is more a linguistic one with a healthy dose of the right attitude. The type of conversation I envisioned there is the one where the inquiry comes through a toll-free number and help line.

We learn to edit down, because experience teaches us that it is much better to have a productive conversation with our customers. After all, we all want the same things: to be happy and to prosper. It is easier to achieve this when we build respect and consideration in our relationship. Setting the proper expectation vs. delivery is important to provide a good experience. Knowing what not to say is sometimes more important than having the right answer.

Mine is a sampling. What other things have you learned you should never tell a customer?

Comments

[gianandrea]

valeria, i'va learnt what to say when appropriate to a customer: you sucks. i know this is unpolite and weird but it may help to get clients' respect. i did it a couple of times and it worked. how lucky i was? probably a lot but situation was on the edge of a nervous breakdown.

[Gavin Heaton]

I am so jealous that Gianandrea has been able to say "you suck" to a client. I wish I had seen that!

But then, it is a shame that relationships sometimes get to this point. Even with the best of intentions on both sides, conversations can end up in this horrible place.

[Valeria Maltoni]

Gianandrea -- in the right setting, engaging in authentic talk is healthy. That is what we call "putting your foot down" here. It is especially useful when meeting spoiled clients or people who are feared. Nobody ever talks to them that way. The conversation I was referring to was in a different setting where that kind of talk would backfire.

Gavin -- my grandmother used to say: "hell is paved with good intentions". Many of my friends are free agents or small company owners and over time we have discussed the virtues of firing a customer, especially when the relationship has become a toxic one.

[Ashley Cecil]

I've learned to always structure your promises so that you give yourself "wiggle room." Personally, in my work, definitive answers can lead to disappointment. At the same time, I always provide estimates, time lines, and so on with concise a range. If they insist on an amount or date, I always shoot for "under promise, over deliver."

[Terri Waterman]

My business partner/husband is great at handling "toxic" clients. He grew up watching a toxic family relationship so he's very attuned to seeing that everywhere. Intentions don't mean anything if actions speak otherwise, that's the worst kind of deception. Learning to be upfront and honest and to the point is so important...you are right, edit ourselves down. It will prevent a lot of mistakes in relationships in any situation...

[Valeria Maltoni]

Ashley -- that is good input, thank you. I think communication is key. If we have underestimated something for a job -- timeline or cost -- we should have a relationship set up in a way that we both feel comfortable adjusting to the reality.

Terri -- being honest and up front is very important, you are quite right. Getting to the core of things can be simple and easier in the long run.