Managing expectations is a Job Well Done

Managing Expectations

Managing expectations and meeting them is the secret to customer satisfaction

This episode discusses how the success of an executive lies in managing expectations of their clients, and what are some of the best ways to meet them. We are joined by Kristen McAlister, President/COO, and Matthew Sauer, Chief People Officer, at Cerius Executives, both of whom gave us some excellent advice.

A few excerpts from Kristen’ recommendations include:

“One of the biggest complaints we hear from our clients is that the executive didn’t do the job. They didn’t accomplish what they expected them to do, they didn’t meet their expectations. Somewhere that falls on the executive, for making sure at the beginning of the job both their expectations are on the same level, and that they’re consistent with the CEO, owner, or whomever they’re answering to. So much of that comes from, often than not, being brought into a not-so great running situation.”

“Rarely when we talk about results do we hear the client say ‘I was ecstatic, he just changed the morale in our company’. No, they use numbers. They increased my profitability by X, my revenue changed, my employees retention increased, my employee turnover went down. Rarely is it ‘oh, they were fantastic they increased the morale of my company.’ Keep track of it and put numbers to it.”

“There really is no secret sauce to managing expectations. It’s just keeping it on the top of your mind and keeping some amount of focus on it. It’s going back to why did they originally bring you in? And are we addressing that original issue? Or are we getting too involved in and too sucked into the mission and the day-to-day of it that we’re losing sight of that outside perspective, and we’re now noticing it from an inside perspective.”

Matt also shared some great advice on his perspective on managing expectations of clients for executives:

“I think one of the things that we have to make sure of is that when you’re working as an interim executive, you come in and you’re working against that statement of work. That helps keep you focused on what it was that you were brought in to do.”


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  1. […] does an executive manage client expectations, especially when the initial expectations are unrealistic? The biggest challenge is that those […]

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