It’s all about managing expectations

It's all about managing expectations

I placed an order online on a Friday and the store I was ordering from told me my product would deliver the following Wednesday. I would have preferred to receive the product sooner, but Wednesday it is.

On the next day, Saturday, FedEx sent me an email confirming the product would deliver on Wednesday. OK, fine, just what I expected!

On Sunday FedEx sent me an email saying "The product will now deliver on Monday." Well isn't that great news!

Monday came and went, and no delivery was made. Now I'm disappointed and a little annoyed.

On Tuesday, the product was delivered. And I'm disappointed, even though it came a day earlier than originally promised!

So what happened? FedEx did a poor job of managing my expectations. Had they never told me about the Monday delivery, I would have been elated by a Tuesday delivery (a day early!) but instead, I'm a little disappointed.

And this happens far too often in the world of technology. We're promised (or think we're promised) way more than is or can be delivered.

I always tell my clients that no system is perfect (and repeat this frequently). No matter how much money you throw at technology, you're still going to find weaknesses. But I'm trying to manage their expectations because expectations affect so much of how we perceive the success of a project or product or experience.

So be careful what you promise! And always manage expectations.

Wes's Wednesday Wisdom Archives

It’s easy to collect; it’s harder to manage

November 16, 2022

It’s easy to collect; it’s harder to manage The beauty of today’s highly configurable AMS …

It’s easy to collect; it’s harder to manage Read More »

Tell them why you want the data

November 9, 2022

Tell them why you want the data Because data is so easy to collect these …

Tell them why you want the data Read More »

Don’t get hung up on something minor

November 2, 2022

Don’t get hung up on something minor I’m a problem solver. I love to solve …

Don’t get hung up on something minor Read More »

Be flexible, especially for unusual requests

October 26, 2022

Be flexible, especially for unusual requests One of the great benefits of off-the-shelf association management software (AMS) …

Be flexible, especially for unusual requests Read More »

“Her eyes were bigger than her stomach.”

October 19, 2022

“Her eyes were bigger than her stomach.” When I was a child, my siblings used …

“Her eyes were bigger than her stomach.” Read More »

Once you buy crap…

October 12, 2022

Once you buy crap… “When you buy something cheap and bad, the best you’re going …

Once you buy crap… Read More »

It could always be worse

October 5, 2022

It could always be worse Because most of us don’t have the benefit (like I …

It could always be worse Read More »

Experience is the best teacher

September 21, 2022

Experience is the best teacher Experience is the best teacher. Every one of us has …

Experience is the best teacher Read More »

Don’t ask for what you don’t need!

September 14, 2022

Don’t ask for what you don’t need! Recently I received a bill from a doctor’s …

Don’t ask for what you don’t need! Read More »

It is never done – so celebrate!

September 7, 2022

It is never done – so celebrate! A client of mine recently had their official …

It is never done – so celebrate! Read More »

Scroll to Top