Setting Expectations in Business
Today I had a rather urgent errand. My ultra-thick eyeglasses were experiencing a problem and had been for a day. I had called and called my optometrist's office yesterday and got only a "This mailbox is full and can not accept any more messages," greeting. After calling three times and growing ever more frustrated, I drove by their office and there were two signs on the door.
- Masks Required
- Our office will be closed February 3rd and February 4th, but will reopen February 5th
The right armiture on my glasses was threatening to come apart, due to the already shoddy repair done by the same optician on what were then new glasses last time. That happens to someone who is legally blind without correction and you've got an issue. So after lunch, I made my way over to the opmitrist again. I saw them unlock the door at 1pm, at which point I made my way inside. Gasps from the receptionist and a puzzled look from the optician. What did I do? Am I now a lethal weapon just walking around with a mask on?
"Do you have an appointment?" came from the receptionist with an accusatory tone.
I explained that I did not, but I had called and got a "mailbox full" message and had no idea I needed to make one for my glasses to be adjusted. Despite being completely miffed, I volunteered to wait in my car while they took their scheduled appointment. Then, when they took me inside, I got a lecture about how they lock their office suite due to COVID and only allow scheduled patients. Hey, happy to play by the rules, but you have to share them first. They aren't posted on the door and there is certainly no voice greeting with the information.
It is irritating in a business relationship when one party has expectations of you, but does not share them. I know COVID has the United States turned on its ear, but unless I am told otherwise, I'm doing business as usual with a mask and socially distant. If you have other add ons to feel safe, you need to communicate them.
Setting any business expectation is important. You need to let your business partners or clients know what is expected of them. Timeliness. Politeness. Mask wearing. And what about the expectations about what you will and won't do. Do you return calls at all hours or have set time frames when you do? Do you answer texts quicker? You can't enforce an expectation you haven't shared.
Do your business partners and clients a favor and set expectations clearly. There will be a lot less confusion and you will avoid a lot of conflict if you just communicate expectations.
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