After waiting over an hour for room service and 30 minutes for my car at valet parking, I started thinking about expectations. I became a difficult customer in both of these circumstances as I was not prepared for such a long wait.
My expectations could have been managed if I had been told what to anticipate. My anger would have diminished. Frustration arises when reality does not meet our expectations.
As service providers, it is important to manage customer expectations. Let people know the timeframe for delivery or if their expectations are unrealistic. If they are undergoing a medical procedure or starting a process, inform them about what they can expect at each stage.
We often avoid these conversations for fear of upsetting the other party or losing business. (Ironically, you are more likely to cause upset or lose the business if you have not managed expectations.) People want to know where they stand and what is happening.
Managing expectations will benefit both you and your client. You’ll reduce disappointment and anger and likely increase your customer connection.