Learn the essential strategies to effectively manage expectations and transform your business.
One of the most critical, yet often underrated, skills in both personal and professional settings is the ability to manage expectations effectively. Whether you're dealing with clients, colleagues, or family members, setting and managing clear expectations can make the difference between success and failure. In this blog post, we will explore four key strategies to manage expectations: making no assumptions, over-communicating, anticipating problems, and holding firm when it’s appropriate. By mastering these elements, you can elevate your professional practice and foster strong, meaningful relationships.
Make No Assumptions
Assumptions can be the silent killers of effective communication. When we assume someone else knows what we expect or will handle a task, we create an atmosphere ripe for misunderstandings and inefficiencies. My favorite illustration of this concept is a story that perfectly illustrates the pitfalls of assumption. It's a tale of four individuals: Everybody, Somebody, Anybody, and Nobody, where a task failed to get done because each assumed the other would handle it.
Making no assumptions means asking all the necessary questions to gather clear and comprehensive information. In client consultations, I frequently pose questions about what would make the client happy or what specific expectations they have. By taking the time to fully understand their perspective, you set a strong foundation for managing expectations effectively.
Over-Communicate
The importance of communication cannot be overstated. In fact, over-communication is key to effectively managing expectations. The common communication adage: "Tell them what you're going to tell them, tell them, then tell them what you told them." Reiterating important information through various channels can ensure that nothing is missed.
I also share my method of providing regular, weekly client updates using multiple modes of communication. Whether it's through phone calls, emails, or PDF documents, I ensure that my clients receive consistent updates. This approach not only keeps everyone on the same page but also reassures clients of my reliability. By establishing a routine and sticking to it, you create a sense of structure and dependability that your clients and colleagues can rely on.
Anticipate Problems
Problems are inevitable, but your ability to anticipate them can set you apart as a competent leader. The importance of trusting your intuition and gut feelings when it comes to potential issues. Often, these initial suspicions can be surprisingly accurate.
To illustrate this, I share a situation with a client, where despite everything appearing to be in order, I had a hunch that a medical equipment claim could be denied. I preemptively informed my client about this possibility, thereby preventing panic and confusion if the denial occurred. By anticipating problems, you not only appear as an expert in your field but also build trust with your clients as someone who proactively manages risks.
Hold Firm When Appropriate
Setting realistic and achievable goals, and standing firm on them when necessary, is the final piece of the puzzle in managing expectations. For me, regular weekly communication with clients is a non-negotiable standard. If a potential client is unable or unwilling to commit to this, it signals a mismatch in expectations, which I address upfront.
Holding firm doesn't mean being inflexible; it means maintaining boundaries that ensure the best outcomes. By standing by your realistic goals and methods, you can achieve a higher quality of service and avoid overcommitting or underdelivering.
Conclusion
Mastering the art of managing expectations involves a mix of clear communication, proactive problem-solving, and the confidence to stand by your principles. By making no assumptions, over-communicating, anticipating problems, and holding firm when appropriate, you set the stage for successful interactions and satisfied clients. These strategies can transform not just your business, but also your personal relationships. By investing time and effort into managing expectations effectively, you pave the way for a more organized, efficient, and harmonious life both professionally and personally.
Final Thoughts:
I hope this information has provided you with a solid foundation of how to manage expectations and set your relationships up for success. If you’ve found these tips valuable, check out The Art of Networking. All of my posts are crafted to empower you on your healthcare advocacy journey. Explore and absorb the wisdom shared, and let it fuel your aspirations. In fact, if you want to be the first to get new information and support as an independent patient advocate, join me in The Circle where we meet LIVE on Zoom every week!
Stay tuned for the next blog post, where we’ll talk about “VA Aid & Attendance” I’m going to share all the things I believe you need to know to best support your veteran clients! If you want to enjoy your business relationships, you won’t want to miss this one! Get ready to learn more in our next post.