Review By: William E. Lewis, Senior Technology Engineer
09/11/2002

People have expectations. The problem that often arises is that mismatched expectations can lead to misunderstanding, frayed nerves, and ruffled feathers. They often lead to flawed systems, failed projects, and drain on resources.

This book provides a systematic look at expectations and offers concrete ways to better manage them. By defining the vital role that expectations play, the book shows how you can do a better job of managing them, and in the process, dramatically improve the quality, impact, and effectiveness of your services.

Section 1 provides a starting point for managing expectations by becoming more conscious about what you communicate and how. Covered in this section are 1. guarding against conflicting messages; 2. use jargon with care; 3. identify communication preferences; and, 4. listen persuasively.

Section 2 emphasizes the importance of information-gathering skills in managing expectations. You can’t meet customers’ expectations if you don’t know what they want. Covered in this section are 1. help customers describe their needs; 2. become an information-gathering skeptic; 3. understand your customers’ context; and, 4. try the solution on for size.

Section 3 points out that on an organizational level, more is needed: an infrastructure that facilitates managing expectations consistently and over the long term. Covered in this section are 1. clarify customer perceptions; 2. set uncertainty-managing service standards; 3. when appropriate, just say whoa; and, 4. build win-win relationships.

The concluding section provides a comprehensive checklist to formulate an action plan and guidance on how to become an expectation manager.