It’s funny if we just observe and are self-aware, how many times we can catch ourselves making the very same mistakes that we coach others not to make.

Last week, my wife and I had a mix up over our daughters 18th birthday gift and my daughter was not amused. We had told her months ago (and forgotten) that we were getting her a MacBook Air for her birthday and some other stuff like Apple Ear Pods etc for her Graduation. (I know, whatever happened to the element of surprise and secrets?) For various reasons we switched and reversed that decision.

She tried to hide her disappointment, but then there were tears. My wife and I were crestfallen. The very day we had planned and tried to make special for her was potentially ruined because we hadn’t managed her expectations. She wasn’t being ungrateful…she was just disappointed because we had not communicated the change in plan, a plan she was very much looking forward to.

It was time for reflection as we scrambled to put the pieces back to a potentially fatally shattered birthday. We salvaged it…but it struck me how important in business, as well, we forget to manage expectations by making assumptions and taking things for granted. It also occurred me that by not doing so, we were not managing two important things; preconceptions and clear communication. Here’s the fall out by not doing so:

Huge Disappointment

How many times have you, or people you know, been told that a bonus would be paid out on a certain increase in sales, or some other incentive, only to have the rules change? Disappointment reigns and it knocks the stuffing out of our approach to work.

De-Motivation

We all have certain expectations. From our colleagues, peers and bosses. If they fail to deliver, we get de-motivated and our enthusiasm gets sapped. We start wondering whether there are other things that won’t be delivered on. How safe are my health benefits and even my job?

Lack of Trust

Not delivering on a promise or even an inferred promise, breaks trust, something that is so valuable. Trust is the chief foundation for strong relationships and breaking of this involves a long road back…and often a bridge too far with our own people, our suppliers and especially our customers.

An Erosion of Culture

Not delivering on promises fosters mistrust, suspicion and a cautious environment. The result is a dysfunctional organization with a culture that no-one understands which is soon becomes accepted as the norm.

If we make promises, we need to deliver on them. Success really comes down to understanding what people want and making sure they get it exactly how they expect to get it. That means taking the time to communicate exactly what was agreed and deliver on it…my daughter now has a brand new MacBookAir! Lesson re-learned.