It’s all about expectations

It’s all about expectations

One of the most critical contributors to the success of a new AMS implementation (or any new system) is managing expectations. I define managing expectations as helping staff and users understand what the system will, and critically, what it will not, do.

When I start an AMS selection project with a client, one of the first things I try to communicate to everyone is this: We will discuss everything, but that doesn't mean you'll get everything we discuss. I don't want them expecting a new system to be perfect or that it will solve all of their problems.

I once had a client tell me a project was a "complete failure" because she didn't get what she expected at go-live (the functionality she wanted was delivered shortly after go-live). Even though everything else worked as planned, to her, the project failed because it didn't meet her expectations.

This happens to us often in "real" life. We go to a restaurant expecting a great meal, and instead, it was just "good" and so we are disappointed. But if we had gone in expecting a mediocre meal and got a good one, we would have been happy rather than disappointed. All because of our expectations.

So whether you're starting a new project or serving a new meal, if you set expectations appropriately, you may be surprised by how successful it all turns out!

Wes's Wednesday Wisdom Archives

KPIs and Dashboards

February 28, 2019

I saw DJ Muller from MemberClicks speak on KPIs (key performance indicators). In his session …

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Documenting Process is Critical

February 22, 2019

When it comes to managing data successfully, process is critical. For example, a client of …

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Motion vs. Action

February 14, 2019

In James Clear’s book Atomic Habits (I recommend it!), he discusses the concept of motion vs. action. …

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Are You Answering Your Calls?

February 7, 2019

I’ve written about this before, but apparently I have to keep repeating it. If you’ve …

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Who do you trust?

January 31, 2019

Who Do You Trust I was reading an article recently about Warren Buffet’s “rules” for …

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Set benchmarks to measure progress

January 24, 2019

It’s impossible to measure progress if you don’t know your starting point. This sounds axiomatic, …

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You’ll make incorrect decisions. Acknowledge them and fix it.

January 17, 2019

A client of mine recently wrote the following to me: “It’s so hard to set …

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"Experience is unobservable to everyone except the person who it happens to."

January 10, 2019

In Dan Gilbert’s book Stumbling on Happiness, he writes: “Experience is unobservable to everyone except …

"Experience is unobservable to everyone except the person who it happens to." Read More »

Know Your Audience Before You Speak

December 20, 2018

This one may seem obvious, but when you’re speaking to anyone, whether it’s one person, …

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"Behavior is a function of the person in their environment."

December 13, 2018

Lewin’s equation says “behavior is a function of the person in their environment.” (He was …

"Behavior is a function of the person in their environment." Read More »

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