Tag Archives: experiences

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mismatched expectations

Mismatched Expectations Will Get You Every Time

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Disconnects in customer service happen all the time. It happens for new hires, and it happens for the project. Mismatched expectations don’t mean that everything is lost.

As a young boy my son always loved my mother’s pot-pie. She had a special home-made recipe of beef pot-pie that seemed like the best comfort food on the planet.

When my son was in his early teenage years, we visited a restaurant and on the menu was pot-pie. Much to my surprise, instead of a burger and french fries my son ordered the pot-pie.

After the meals were brought to the table, I noticed him picking at his dish. He seemed displeased. It wasn’t the pot-pie that his grandmother made. It was a poor imitation.

The restaurant was very popular and served fantastic food, but to him, the dish seemed barely eatable.

Similarly, in high school, I had some friends who loved the boxed macaroni and cheese that their mother often prepared. What they didn’t realize that she often bought a low-priced generic brand. One day she splurged and bought a well-known and popular brand. My friends hated it.

In life, or in food, what you experience is often embraced or rejected based on your previous best experiences.

Have you ever had mismatched expectations?

Mismatched Expectations

It is true for the food you eat. It’s true for the new marketing plan, the process improvement, and even your job.

It is also true for everyone else, only sometimes in the opposite manner.

Often there may be room to compromise, negotiate, or allow for a fluid process. Of course, the level of satisfaction will always be compared to what was the previous best experience or taste.

Thus, the saying, “Those are big shoes to fill.”

Navigating your job, career, or the customer may not always be easy. It is a dance between your best delivery and the expectations of someone else.

When they align, everything feels like the right fit. When they don’t, the impulse is to discard it.

Keep in mind though that the right fit for someone may be the rejected mismatch by another.

Sometimes the best option is just on the other side of your expectations.

The challenge then is breaking the cycle.

It is a test of sorts. A test for the reliability and authenticity of the disambiguation, what you see is what you get.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.


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workplace experiences

Workplace Experiences Shape Your Future

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People will sometimes ask, “What did you learn?” Our workplace experiences guide nearly everything that happens next. They tear down, create new, or expand organization culture.

Likely, no one experiences the experience in exactly the same way. On a trip to Disney, individual experiences are different. A trip to the beach, the mountain resort, or last evenings sporting event, no two people have exactly the same experience.

It is the same for what we read, watch on TV, or learn in the seminar. It is always shaped by our individual thoughts and past experiences.

Experiential Learning

This is exactly why the concept of experiential learning matters in workshops and seminars. You can tell people many things, when you prompt them to reflect on ideas as an experience it is much more powerful.

In many regards, it is why the keynote at the convention is impactful, or perhaps why it is not. Ask a few people what they thought, you’ll likely get some different answers. No two people will experience it exactly the same way.

The stories that are told and the stories that are heard may be two different things.

Workplace Experiences

The hope then, of the story teller, the workshop leader, or the CEO is that his or her involvement will create the kind of impact desired.

The desire to shape futures, pivot directions, or do more of the same will be based on the behaviors that are led by our experiences.

We all rely on stories to shape what happens next. Biblical stories, historical accounts, and, “the way things are done around here.”

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.


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