Clarify Expectations

How many times have you been in discussion with your team about an action, a target or a goal and then later felt disappointed that the outcome that you were expecting had not materialised? If you are not clear and follow up to ensure individuals or teams fully understand what you are expecting from them, then you are leaving the outcome to chance - a high-risk strategy.

As a Retail Director, some years back, I visited a store with an Area Manager and observed them doing a store visit. Afterwards, the Area Manager & I went for a coffee, and I asked her what the two most important actions were that they expected the Store Manager to focus on and act upon as a result of the visit. After a moment of thought, the Area Manager gave the two priorities that they were confident would be focused on over the coming days. Given that there had been no clarification of the key actions at the end of the visit nor any points written down I made a bet that the two points were not going to be the same two points that the Store Manager had. So we went back to the store and asked the Store Manager what they understood to be the most important priorities and what they would act upon as a result of the visit. As predicted the two points that the Store Manager considered to be the key focus was very different from what the Area Manager was expecting the Store Manager to focus on. 

The problem with this scenario, if it had been played out without going back to the store, is that the Store Manager would have been putting their efforts and energy into something that their boss did not consider the priority. As such, they would be looking at the results very differently with the Area Manager feeling frustrated at not seeing what they were expecting to see. 

There is a phrase that says "If it is not written, it's not real" and in the retail game, whether in a meeting, having a 1:1 review or out on a store visit there are many things that need to be looked at and discussed. And unless you write the key points down they will blend into the numerous points raised and spoken about 

If you fail to be clear, then your team may misunderstand what you expect and even see the outcome very differently to you, leaving you potentially disappointed with the end result

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