The dangerous power of expectations


The problem with promises, implicit or tacit, is that they create expectations.  So what?

Here’s the problem with that:

As business owners we make promises, whether you want to or not.  When we make a promise we are creating the future for other people.  People come and expect that something will happen within a reasonable delay and with respect and a fair price.

I have stopped using stores for numerous reasons, all related to failed expectations.

One of the local sporting stores wanted to charge me for warentee support for a product that they sell and carried a lifetime guarentee!


I had to chase after the regional distributor and then finally the manufacturer in Germany to get warranty service from my local vendors.  It took me almost two years of intermittent effort to get a lifetime guarantee honoured.

This is exactly the opposite of what we expect of a company that offers a strong warranty on their products.  No one said to me when I purchased my product that the service would be fast and easy.  They just said that they would replace them if they broke due to manufacturers defects.  But our expectations turn around something will happen within a reasonable delay and with respect and a fair price.

So the only way for us to satisfy our clients is to allow them live fulfilled expectations.  So it is up to us to manage the things that we can.

We have to justify:

  • the time it takes
  • the price
  • and the relationships

If you can manage those things then you will be able to have happy clients with fulfilled expectations. They will thus have nothing but good things to say about them because you held up your end of the bargain.

Be proactive and control the promises and turn any tacit agreements into voiced agreements so that people won’t be surprised by their own expectations being unfulfilled!

Good luck and take control.

Learn More

Politesse: The oil of a healthy world!

Today I look around me and realize something…

hmmmm, wait…. we need a solid vector of attack for this….

Okay, vaccinations.  there are people today who think that vaccines are optional…and I’ll tell you why.  They work, they work really well…SO well that we have forgotten how blissfully healthy this world we live in is.  We don’t have to compose with

Type b (Hib) Meningitis
Hepatitis B
Pertussis (Whooping Cough)
Rubella (German Measles)
Varicella (Chickenpox)
Tetanus (Lockjaw)

Hundreds of thousands of people avoid paralysis, deafness, blindness, braces, death.  All this is a way of reminding our selves that vaccines are important, but somehow in our first world arrogance we forget these things and build up an opinion that vaccines are optional…or worse dangerous.  We need vaccines to help keep our society moving slowly forward.

Politesse is the same.  We have come to a place, as a society where we have some how decided that being polite and showing deference to others is “old-fashioned” we are too good for being considerate, polite, generous, consistent.  We can just walk out the door and ignore the world because we are the chosen center of the universe.  There is a perverse kind of attitude that comes from being too good for your boots.

Today we need to work harder to maintain the good things from the past.  While there is plenty of bath water that we can get rid of I think we shouldn’t forget the baby.

We are living in a wonderful time that will allow us to implement aspects of participative democracy and community that will blow old ways out of the water, and all the better!  But we come from somewhere and there is something to remember, that place made this one possible, so there must be value in that way of being.

We need to remember there is value in working hard, being polite, showing strangers kindness and deference.  Politeness allows people to oil their relationships.  It makes the world a smoother place to live.  We are relational beings we need each other!  So it is important to maintain those relationships and the things that make relationships healthy.  and here we can learn something from the Swiss.   One of the reasons their society works so well is the avid avoidance of keeping up with the joneses.  They don’t talk about money, and they don’t spend their time showing pictures of their last vacation in the south. (yes Facebookers, that’s you)

So take a moment and pull out your copy of manners for idiots and brush up on a few lost arts and see what a difference it makes, in your life, your business, your relationships, and your inner peace…you may be surprised!

Learn More