The Power of Setting Expectations

I had the most remarkable conversation with a new client CEO this week. As a kickoff to the project, I wanted to understand his expectations about the work I was to do.  expectations2He is new to the organization and comes in the middle of a period of overwhelming growth and change.  As we discussed his vision for the organization, and as he looked at his leadership team through that lens, he told me that he saw a reluctance on the part of his leadership team to say “no.”

When I pressed for details, he explained that his predecessor had focused on making customers happy, and so decisions were based upon that criteria and value system.  Customer demands had grown, and the staff was stretched thin along with the budget. (more…)