How often do we hear or read that some organization or other purports to aim to exceed their Clients’ expectations? Are such statements mere puffery and sales pitch by some top-line grabbing salesman or are they genuine goals in line with the mantra of continuous improvement? And if we exceed somebody’s expectations are they happy about it?
Personally I would love to know what a client’s requirements are rather than their expectations. When we enter into a contract it is based on offer and acceptance; if one delivers what one promises on time and at cost the client will, hopefully, be happy and pay. However, if one delivers more than one is contracted to do (and at the same price and in the same time) the client may well be happy but will he ‘expect’ more next time rather than specifying it and will you, or your competitors, be able to deliver ‘it’? If “it” is an expectation, “it” should be stated in express terms and be a requirement.
However, the suspicious client, upon receiving more than was contractually promised, may believe that the offer was padded so as to allow his requirements to be exceeded. This may well have repercussions when settling the final account in the perceived knowledge that somewhere there’s a magic contingency for ‘exceeding expectations’.
Exceeding expectations can also be considered from a mathematical perspective. Happiness is inversely proportional to expectation;
Happiness ∝ 1 .
Expectation
| Expectation | Happiness |
| What was promised (1) | Happy (100%) |
| Nothing Expected (0) | Ecstasy (∞) |
| Less Expectation (<1) | Delight (>1) |
| More Expectation (>1) | Misery (<1) |
If you expect what you wanted, and a promise is fulfilled exactly, then the result is unity; happiness. If your Client didn’t expect you to meet the requirements he will be delighted when you have. However, if expectations are not exceeded, contrary to the statements and representations alluded to, the Client may well be miserable; that’s sad isn’t it ‘cos you may have actually delivered what was promised. In effect by setting a target to ‘exceed expectations’ rather than ‘fulfill requirements’ you may have actually done yourself a disservice; so why say it?
‘We strive to exceed your expectations’ may sound good but exceeding your client’s expectations can be double edged. On one side you have over-delivered and can bask in that warm fuzzy feeling of delight, but (on the other side) has this been to your cost and the (unrewarded) efforts of your employees…unless of course the happy Client gives everybody a big fat unexpected bonus that was not a contract requirement!
Bio:
MBA, MSc DIC, BSc; Chartered Engineer, Chartered Geologist, PMP
Over thirty years’ experience on large multidisciplinary infrastructure projects including rail, metro systems, airports, roads, marine works and reclamation, hydropower, tunnels and underground excavations.
Project management; design & construction management; and contract administrative in all project phases from feasibility, planning & design, procurement, implementation, execution and completion on Engineer’s Design and Design & Build schemes.