Opinion: Building relationships through expressed expectations

Megan Herzog

Have you ever had a situation where you thought you were doing a great job, only to discover you were missing the mark? Or had an employee who seemed unaware they were struggling to meet objectives? These scenarios often arise from unexpressed expectations.

Now, consider the opposite scenario: a team completes a project on time, under budget and receives praise from the customer. In this case, it’s likely that all team members clearly understood the expectations placed on them – both as individuals and as a team.

According to Merriam-Webster’s online dictionary, the word expect means “to consider probable or certain; to consider reasonable, due, or necessary; to consider bound in duty or obligated; or to anticipate or look forward to the coming or occurrence.” People often assume their expectations are reasonable, but these assumptions may lack essential context or details. Uncommunicated expectations can lead to damaged relationships in both business and personal contexts. Conversely, clearly expressed expectations can foster harmony, reduce conflict, strengthen relationships and encourage accountability.

As businesses implement plans for 2025, it’s critical to communicate expectations to employees, strategic partners, customers and vendors.

Employees
When employees understand the expectations set by their supervisors and the organization, they experience greater job satisfaction, which can lead to higher retention rates. Clear expectations within teams establish defined roles and responsibilities, reducing the likelihood of conflict and enabling more effective conflict resolution. Additionally, increased trust within a team enhances collaboration and efficiency, helping achieve goals more quickly.

Leaders should provide regular feedback on areas employees are exceeding expectations or have room for improvement rather than waiting for an annual review. The ongoing feedback will continue to build trust and employee engagement. Goals may be a portion of expectations discussed during feedback sessions, but job expectations should include code of conduct and behaviors.

Strategic partners
When working with strategic partners, clarity on roles and responsibilities is essential. Like internal teams, clearly defined expectations can improve cohesion, prevent conflict and resolve disputes more efficiently. This clarity also aids performance monitoring for both parties. Moreover, expressed expectations prevent duplicated efforts and allow each entity to focus on its strengths.

Customers, vendors
Clear communication of expectations with customers and vendors also yields significant benefits. Aligning expectations around product quality and delivery timelines can enhance customer satisfaction and foster loyalty, encouraging repeat business. On the other hand, mismatched expectations can strain relationships, damage reputations and, in severe cases, lead to the dissolution of partnerships.

Ensuring clarity
Given the importance of expectations at all levels of interaction, how can you ensure your team, partners and others understand them? If you are in a leadership position, encourage employees and partners to ask questions whenever something seems unclear. Providing real examples can make expectations more tangible and relatable.

Summarizing discussions at the end of meetings – highlighting action items and responsibilities – ensures everyone understands their role. Establish mechanisms for accountability through follow-up meetings. Additionally, follow-up emails that document agreed-upon expectations and next steps serve as a checklist and provide a written reference for future review.

By making expectations explicit and actionable, you can build stronger relationships, enhance productivity and create a more harmonious work environment.

Clear communication of expectations is not just a management tool; it is a foundational element of successful relationships across all aspects of business. Whether engaging with employees, partners, customers or vendors, expressing and documenting expectations ensures alignment and accountability. By fostering understanding and collaboration, businesses can navigate challenges more effectively, achieve shared goals and cultivate long-lasting partnerships. Let us embrace the power of clarity in 2025 and beyond, setting the stage for sustainable growth and success.

Megan Herzog is executive director of the Springfield Contractors Association, a member of the Salute to Design & Construction Council. She can be reached at megan@springfieldcontractors.org.