Expectations management. How not to sell a unicorn instead of a car No Expectations No Disappointments M.Popova 15-Mar-2018

Content 1 Who is M.Popova 2 “Need” vs “Expectation” vs “Business Requirement” 3 How to manage this strange things? 4 What and why can go wrong? 5 How to stay alive and meet expectations? 6 Questions? Answers!

Who is M.Popova? Functional manager, Senior Business Analyst 12+ years in IT 8+ years as BA Web, mobile, desktop and everything what is needed by our customers

Expectations management is a game of chess, not checkers

“Need” – What is this? Requirements that a private or public organization must follow 01 Identifier and definition why a change to an organizational system or capabilities is required. 03 Business Needs are needs of the business which describe the business goals, objectives and problems that the business is trying to solve. 02

Business Need vs Business Requirement Business Needs are needs of the business which describe the business goals, objectives and problems that the business is trying to solve. Business Requirements are the statements describing the business solution including the business needs, capabilities required by business to meet business needs, scope of the business solution, and the business case 

“Expectations” – What is this? In the case of uncertainty, expectation is what is considered the most likely to happen. An expectation, which is a belief that is centered on the future, may or may not be realistic. A less advantageous result gives rise to the emotion of disappointment.  01 Expectations frequently guide behavior and make it easier to predict what will happen next 02

When people are paying you money for something and they don’t get what they expect, that’s when they reach for the refund button.

5 rules that was written by blood Reports Be Honest From The Get-Go 1 2 Under- Promise, Over-Deliver 4 Constant Communication 3 Anticipate the Client’s Needs Before They Know Their Own Need

7 answers for one question “How?” Know what you can deliver 1 Continuously monitor expectations 6 Educate your customer 2 Deliver on Promises 7 Negotiate Realistic project timeline 3 Communicate project risks 4 Communicate often 5

Expectation vs Reality

What can go wrong?

Why it happens? 1 2 3 4 Lack of professional empathy We think that we know better 2 We afraid to bring “bad” news 3 We believe that even if something “bad” happened – client won’t realize it earlier than we’ll fix this 4

Examples of general expectations The need to be listened to The need to receive clear explanation and instructions about their condition To be treated by staff who show care/concern/compassion To be treated by staff who are professional in their work

Examples of unrealistic expectations Wanting to discuss several major problems, all in one meeting consulting to be given without a meeting, only based on provided information Ability to call the BA 24 h a day for any problems/ideas Expecting that BA will always have answers and ready solutions after first meeting

How to achieve goals and stay alive Check your assumptions 1 Anticipate Problems 2 Know the biases of others 3 Consider the long-term ramifications of every move we make 4 Be willing to sacrifice something small in the present to make a big win in the future 5

How to manage unrealistic expectations? Don’t allow to manipulate you with unreasonable demands 1 You have to take a step back and assess why certain requests are put forth 2 Be clear in your explanations. Try to not use specific jargon 3 Explain why you need additional time to investigation, checking assumptions etc. 4 Be ready that your client can request expertise from another BA or company. It’s okay 5

Potential “silver bullet”  Know your stakeholders. Try to understand them. Try to be in customer’s shoes.

Potential “silver bullet”  Be honest. Remember, if you aren’t a professional liar – even don’t try

Potential “silver bullet”  Don’t be afraid to bring “bad” news. When everything is good – potentially we all are already died and our project will never see production server

Potential “silver bullet”  Check your assumptions. Every time. Different ways.

Potential “silver bullet”  Communicate, communicate and again communicate.

Potential “silver bullet”  Know yours and your client’s competitors. Know why they are better than you, and know why you are better than they

Potential “silver bullet”  Verify your goals regularly. They can change abruptly

Our own expectations are nothing more than our best guesses sculpted into theory.