The Importance Of Setting Expectations
In this article, we are going to discuss Expectation-Setting as it relates to the Complete Sales System. Keep in mind that although many of these topics in the system are directed toward sales, they are all critical to lead any team regardless of the role.
When I start out with a new company or customer, I won’t lay out the expectations until I get to know the people and the business. This can take 2-3 weeks and sometimes longer depending on the size of the team, but it is a crucial step. You don’t want to go in and lay down the law, setting up KPI’s and expectations that could turn out to be wrong. Do your homework. Ask a lot of questions. Then draw your conclusions with facts, data, and observations, and put this information in a document, for reference.
A basic component of good leadership is clear expectations, but there are other important reasons for this step. First, to coach people up, you can refer to this document in every one-on-one or conversation with your team. I require that they memorize and have a full understanding of it, and I incorporate this as one of my expectations.
Second, even if you live in a right-to-work state, every state is still a right-to-sue state. If you have an employee with performance issues, the ability to point to clear, documented expectations can mitigate some risk to the business.
Third, it helps you manage up, as well. Regardless of how much trust your superior has in you, it will ease their mind to know that you have set a clear direction for your team and that they all understand it.
As another best practice, I will put together a different list of expectations and document those not just for sales, but for executive teams, I’ve managed as well. Doing so keeps everyone on the same page, lessens frustration, and encourages everyone not just to meet, but to EXCEED expectations. During my initial assessment of your company and/or team, I put a strong focus on this area, as I have seen the dividends clarity can bring.
-Every customer facing role has a number
-Each role has a minimal expectations list
Any questions please reach out www.gcestrategicconsulting.com In the next article, we’ll look at the importance of Creativity with your team.