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From YouTube: 2 06 Managing Expectations
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A
A
We
have
to
repeat
ourselves,
often
over
and
over
again,
to
achieve
clarity,
to
maintain
clarity,
to
set
expectations
to
reset
expectations,
and
that's
what
we
want
to
talk
about
here.
A
We
really
need
to
set
expectations
in
every
interaction
with
the
customer.
Everyone,
our
plans,
change
all
the
time.
Our
each
of
those
changes
comes
with.
You
know,
new
expectations
right,
we
gotta
say:
oh
well,
here's
now
what
it
looks
like
we
might
not
have
changed
the
plans,
but
we
might
be
having
trouble
meeting
the
deadline,
as
we
discussed
before,
where
you're
working
on
this
big
thing
it
took
longer
than
you
thought,
so
we
renegotiate
new
expectations.
A
B
If
we're
working
on
something-
and
we
realize
we
thought
it
would
be
a
quick
fix
or
something
pretty
easy
to
set
up
and
troubleshoot
on
our
end
and
realize
oh
yeah,
we
opened
a
can
of
worms
here.
This
is
way
more
complex.
We
realized,
you
know
we
needed
recent
expectations
for
how
long
it
takes
to
get
back
to
be
like
we
thought
you
could
get
back
to
two
hours,
it'll
be
like
probably
tomorrow,
just
because
it
is
far
more
complex
than
we
initially
thought
upon.
First
glance,.
A
Yeah,
I
bet
that
happens
a
lot
right
that
we
we
start
off.
Thinking
kind
of
I
know
what
this
is
and
then
we
get
to
oh
it's
bigger
and
sometimes
we
might
even
be
lucky
and
think.
Oh,
that's
really
nasty
and
I
go
oh,
you
know
what
yeah
you
just
misspelled
that.
So
in
that
case,
you
probably
don't
have
to
reset
expectations.
You
just
give
the
answer,
but
but
definitely
when
our
understanding
of
the
situation
changes,
we
want
to
explain
that
change
and
set
a
new
expectation.
C
If
we
need
to
do
a
consult
with
engineering
for
further
investigation,
but
that's
basically
the
same
thing
of
we're
working
on
it
and
we'll
get
back
to
you
when
we
have
more
info.
A
Yeah
I
mean
it's,
it
may
be
a
change
that
you
might
have
thought
it
was
something
that
you
could
take
on
on
your
own
and
you
discovered
you
needed
to
bring
in
some
other
resources
right.
So
it's
a
change
in
your
plan.
In
that
sense
I
had
to.
I
have
to
wait
till
I
can
meet
with
these
folks
or
I
need
to
have
a
little
huddle
up
with
with
some
people
on
our
team,
whatever
that
is
so
change
those
expectations,
so
we
really
do
need
to
just
keep
managing
those
expectations
all
the
time.
A
A
Customers
really
will
they
will
decide
what
to
expect
from
you.
I
like
to
give
this
example
when
I'm
the
customer
and
someone
says
to
me:
okay,
thanks
we'll
get
back
to
you.
I
immediately
decide
when
I
want
them
to
get
back
to
me
and
that's
my
expectation
and
I'm
not
necessarily
generous.
If
they're
not
going
to
tell
me
how
much
time
they
need,
I
figure
that
should
be
an
hour
or
so
you
know
whatever
it
is.
A
I
decide
and
then
I
reserve
the
right
to
be
upset
if
they
don't
meet
my
expectation
people
do
this,
whether
they're
being
generous
or
not.
They
interpret
what
you
said
and
they
hold
an
expectation.
So
if
we
don't
set
it,
they
will
I'd
rather
be
in
control
than
just
have
to
guess
what
they
thought
it
would
be.
A
A
A
I
already
said:
what's
going
on:
when
will
this
be
done
all
these
these?
These
are
not
hard
to
imagine.
These
are
pretty
straightforward
questions.
People
might
have,
but
then,
as
time
goes
on,
questions
change
a
little
bit
now
they
start
to
really
wonder
about
our
competence.
A
A
A
A
It's
we
have
to
be
thinking
about
this.
What
what
do
we
need
to
tell
the
customers?
So
they
understand
what's
coming
next
and
when
and
who's
going
to
do
it,
what
it
will
look
like,
so
it
can
look
like
a
lot
to
try
to
manage,
but
keep
this
in
mind
we
have.
We
have
a
lot
of
permission
to
do
some
things
that
we
need
to
do
right.
We
need
to
remember
that
we're
in
charge
of
managing
the
expectations,
not
the
customer,
so
because
of
that
we
can
renegotiate.
A
A
A
It
is
okay
to
report
on
limited
progress
there.
It
is
again
that
partial
update
right
and
it
is
okay
to
tell
them
even
this
is
an
interesting
one,
whether
they
wrote
it
or
you're
on
a
zoom
call.
It
is
okay
to
tell
them
we're
having
trouble
understanding
them
just
have
to
find
a
nice
way
to
do
that,
but
we
do
want
to
say
that
I
mean
we
don't
want
to
pretend
we
don't
want
to
try
to
to
figure
out
what
something
was
when
we
just
didn't
get
it.