Meeting Managing & Exceeding Expectations

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Meeting Managing & Exceeding Expectations

Leadership Tip if the week #107 

adapted from HBR

If a brand is a promise, then the expectations people have of the brand are created by the promises we make. Meeting expectations is about the alignment of words and deeds.

Disappointment occurs when we don’t do what we say we’re going to do.

When we promise more than we can deliver or pretend to be something we’re not.

Ironically, we are the ones who are most disappointed when we don’t meet the standards we set. We have the power to change this, by prioritising building trust over making an impression and only setting the expectations we’re willing to live up to.

Easy to say. Harder to do.

That’s why it’s worth the effort.

Author: Andrew Mann

Managing Partner at NorthBailey. Having had senior marketing & insight roles at Tesco, Sainsbury's, Asda, Coop and M&S, I'm now using my experience & network to solve strategic marketing problems for NorthBailey clients

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