Techniques to Manage Expectations
Content
T E C H N I Q U E S T T O M A N A G E E X P E C TAT I O N S
TECHNIQUES TO MANAGE EXPECTATIONS
Michaels & Associates Docntrain, Ltd. dba Michaels & Associates 11639 E. Wethersfield Road, Scottsdale, AZ 85259 USA [email protected]
www.michaelsandassoc.com
Phone: 480-614-8440 Toll-free: 877-614-8440 Fax: 480-614-2775
Copyright © 2008 Michaels & Associates Docntrain, Ltd. dba Michaels & Associates. All rights reserved.
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TECHNIQUES TO MANAGE EXPECTATIONS
M A N A G I N G E X P E C TAT I O N S : 7 T E C H N I Q U E S If you work on documentation and training projects, you’re very familiar with requests to develop new materials in unrealistically short timeframes. This is especially common when the requestor (your customer) doesn’t have well -grounded expectations about the amount of work involved in delivering quality materials that align with critical business objectives. Since perception of your performance equals reality to your customer, a request made with unrealistic expectations for the amount of time and work involved can be a real challenge for you. The danger of misunderstandings, missed deadlines, frustrations and ultimately poor perceptions of your ability are real. So, how do you ensure success and not risk damaging your good reputation when dealing with this type of request? The answer is to manage customer expectations. One of the best ways to have happy customers is to be sure they know what to expect.
Techniques to Manage Expectations The good news is that, no matter what your role is, managing expectations enables you to positively influence project outcomes. Practice these techniques and manage expectations with favorable results.
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TECHNIQUES TO MANAGE EXPECTATIONS
1. Know What You Can Deliver Before committing to a project, know what you’re capable of delivering. The only way to know this is to define the project and build a plan that addresses the specific needs for the project. After gaining a clear definition for the project you, should be able to accurately gauge the amount of effort involved, if you have the right resources and tools available and if the work you already have on your plate will conflict with milestones or deadlines. It’s much better to openly discuss challenges that may prevent you from delivering and propose viable solutions up front than to disappoint a customer.
2. Educate Your Customer Educating your customer is a very powerful tool in managing exp ectations because once you’re both on the same page, you have a partner to your cause. Take the time to openly communicate, explaining what it takes to develop the product within the timeframe and to the agreed upon standard. You don’t need to bore your customer with all the minutiae of your development processes, but the customer should understand that you use processes to ensure a quality product and avoid surprises. Also communicate any risks you foresee that may impact the project, such as dependencies, scope creep, unrealistic deadlines and the like. Communicating these things openly and honestly lets you prepare your client and discuss alternate options.
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TECHNIQUES TO MANAGE EXPECTATIONS
We hope this document helps you meet and exceed expectations on your future documentation and training projects. Not sure where to start? Drop us a line and we'll be glad to get you started. Michaels & Associates — learning without the mess.
[email protected]
www.michaelsandassoc.com
toll-free: 877-614-8440
9 e g a P
TECHNIQUES TO MANAGE EXPECTATIONS
Michaels & Associates Docntrain, Ltd. dba Michaels & Associates 11639 E. Wethersfield Road, Scottsdale, AZ 85259 USA [email protected]
www.michaelsandassoc.com
Phone: 480-614-8440 Toll-free: 877-614-8440 Fax: 480-614-2775
Copyright © 2008 Michaels & Associates Docntrain, Ltd. dba Michaels & Associates. All rights reserved.
2 e g a P
TECHNIQUES TO MANAGE EXPECTATIONS
M A N A G I N G E X P E C TAT I O N S : 7 T E C H N I Q U E S If you work on documentation and training projects, you’re very familiar with requests to develop new materials in unrealistically short timeframes. This is especially common when the requestor (your customer) doesn’t have well -grounded expectations about the amount of work involved in delivering quality materials that align with critical business objectives. Since perception of your performance equals reality to your customer, a request made with unrealistic expectations for the amount of time and work involved can be a real challenge for you. The danger of misunderstandings, missed deadlines, frustrations and ultimately poor perceptions of your ability are real. So, how do you ensure success and not risk damaging your good reputation when dealing with this type of request? The answer is to manage customer expectations. One of the best ways to have happy customers is to be sure they know what to expect.
Techniques to Manage Expectations The good news is that, no matter what your role is, managing expectations enables you to positively influence project outcomes. Practice these techniques and manage expectations with favorable results.
3 e g a P
TECHNIQUES TO MANAGE EXPECTATIONS
1. Know What You Can Deliver Before committing to a project, know what you’re capable of delivering. The only way to know this is to define the project and build a plan that addresses the specific needs for the project. After gaining a clear definition for the project you, should be able to accurately gauge the amount of effort involved, if you have the right resources and tools available and if the work you already have on your plate will conflict with milestones or deadlines. It’s much better to openly discuss challenges that may prevent you from delivering and propose viable solutions up front than to disappoint a customer.
2. Educate Your Customer Educating your customer is a very powerful tool in managing exp ectations because once you’re both on the same page, you have a partner to your cause. Take the time to openly communicate, explaining what it takes to develop the product within the timeframe and to the agreed upon standard. You don’t need to bore your customer with all the minutiae of your development processes, but the customer should understand that you use processes to ensure a quality product and avoid surprises. Also communicate any risks you foresee that may impact the project, such as dependencies, scope creep, unrealistic deadlines and the like. Communicating these things openly and honestly lets you prepare your client and discuss alternate options.
4 e g a P
TECHNIQUES TO MANAGE EXPECTATIONS
We hope this document helps you meet and exceed expectations on your future documentation and training projects. Not sure where to start? Drop us a line and we'll be glad to get you started. Michaels & Associates — learning without the mess.
[email protected]
www.michaelsandassoc.com
toll-free: 877-614-8440
9 e g a P
