Expectation or disappointment

Imagine, if you will, two lines intersecting at right angles. The horizontal is an axis which ranges from low to high expectation. The vertical represents the demonstration of professionalism, increasing from bottom to top.


Now imagine that you are a customer who has purchased the services of an individual or an organisation recommended to you as being “well qualified” or “able” to do a specific job. Your expectations of a great result are all going to be in the top right corner of our newly created matrix. But what if reality doesn’t quite live up to your expectations? What if “qualified”or “able” does not mean professionally competent? The result could then be way over to the left hand side of the “Disappointment Matrix” ©


Being honest about capacity to fulfil expectations is important to avoid reputations being permanently damaged. Professionals should be able to express the level of their competence by validation against their peers and their willingness to continue the learning process. These are key elements of a professional’s toolkit.

Striving to always exceed expectation is, of course, enormously important but trust is gained through honesty and ability and there are no real alternatives or quick fixes. Professionalism will earn respect as it will be expressed in everything that an individual or an organisation does and how they do it. That professionalism is based on honesty, that honesty earns respect, the respect earns trust and expectations are not disappointed.