Managing expectations

As anyone in recruitment or sales will tell you, one of the most important rules is to 'Manage Expectations': clients, candidates, customers, employers, employees and even beyond work; spouse, partners, kids, family, friends. Managing expectations is relevant to everything we do but how many of us do it? A prime example of NOT managing expectations is the new Tottenham Hotspur Stadium. Two contractors were in the running for the redevelopment when it went to tender. One told Tottenham it will be impossible to deliver it in such a short space of time - managing expectations in the process. The other contractor wanted the job so badly, they agreed to deliver the stadium for the 2018/19 season. The result? Angry fans (yes of which I am one - how did you guess!), a disgruntled manager, a disillusioned team, angry sponsors, and an angry board of directors - who lets face it are also guilty of not managing expectations. All that needed to be done at the start of the process was to manage expectations! It sounds so easy doesn't it? That's because it is!

Managing expectations may not mean delivering good news, it may even mean losing out on a potential fee but it's about the long game and not the quick fix. Building relationships and professional credibility in my opinion is the most important thing. In recruitment terms you're likely to have a drop out and a rebate if you fail to manage client or candidate expectations, opting instead for a quick fix out of desperation. In construction terms regarding the new stadium, there is no such thing as a quick fix. The fines will outweigh the profit and your professional credibility suffers. Is it worth it?