The Best Way to Manage Expectations, pt. 1

Imagine that you love pizza. Not only any pizza but pepperoni.

Despite all the times you order or go out for pizza with friends and family who want different styles, toppings, sauces, and crusts, you always want the same thing: a simple, thin crust pepperoni pie.

Now imagine that a new pizza place has opened in your neighborhood. You get pretty excited, looking forward to the day when you can try out their version of your favorite pizza. Soon that day comes, and you make plans to go with friends.

On your way, you share your excitement about trying the pepperoni pizza. The friend who always gives you a hard time makes a joke about how you never expand your horizons. The friend who's always got your back gives you a validating smile. And the one who's always curious about human behavior asks how you like your pepperoni pizza.

"A nicely crisped thin crust, just short of being burnt, with slightly browned cheese, and enough pepperoni so I get some in every bite," you respond. The got-your-back friend keeps smiling. And after seeing it, you continue.

"I can't stand it when they just toss the pepperoni on the pizza in some random way, and then I have to re-arrange all the slices, especially when they're skimpy with the amount of pepperoni. How hard is it to just lay them out in an orderly manner so you get some pepperoni in each bite? Better yet, just put enough on the pizza so I don't have to move the slices around. Oh yeah, and make sure you get the crust just right!"

The gives-you-a-hard-time friend sees their opening: "Geez, someone has high expectations for something as simple as a pizza, huh?"

"Yeah, I guess I do," you reply with a smug smile.

You arrive at the restaurant, get seated, and while your friends all spend time looking over the menu, you don't because you obviously know what you want.

Thirty minutes later, the pizzas come out, and you sit there speechless as you gawk at what's placed in front of you.

"Oh my. It's. Perfect."

Your hard-time friend mutters, "Thank goodness."

* * *

A few weeks later, your family comes over to your place and you all decide to go out for pizza. You tell them about this place that just opened up in your neighborhood that has the best pepperoni pizza so you all go.

You place an order for your usual, hoping that you'll be impressed once again. This time, after the pizza comes out, looking virtually the same as your first visit, you ask for the owner.

They come out of the kitchen, and you excitedly tell them about your love for pepperoni pizza, about the first time you visited with your friends, and why you came back this time. "I have pretty high expectations for pizza and I'm always so disappointed. But not when I've come here! I can't believe the pizza looks nearly the same as last time!"

The owner beams, "Well, I'm really happy to hear that. We spent a lot of time thinking through how to prepare each of our pizzas: the amount of sauce, cheese, and toppings that would go on them."

"In the case of that pizza," - the owner points at your perfect pepperoni pie - "our kitchen team knows there are a certain number of pepperoni slices that must be on that size, arranged in a certain way, and it must be baked at a specific temperature for a specific length of time based on how many other pizzas are in the oven at the time."

"We believe that customers expect a consistent product and experience so we had to be very clear with our team that, no matter who's making the pizzas, they all turn out the same. And because people choose toppings they like, we also believe it's important to have enough of those toppings so they enjoy their pizza."

"Very simply, we set standards."