Meeting standards is essential; meeting expectations is exhausting, says Michelle Hoskin, managing director Standards International.
You would think that, in a world of paraplanners and paraplanning, I wouldn’t have to write an article about the differences between ‘standards’ and ‘expectations’… but here we are!
Add to this that I – as someone who talks a great deal about standards – do fall into the same trap and assume that the differences are obvious and understood! This is not the case.
There are fundamental differences between standards and expectations. I did have to smile to myself as I looked up the official, dictionary definitions of the words. Simply googling both words confirmed everything I have believed for years – but so many overlook!
Standard – a level of quality or attainment:
- ‘their firm offers a high standard of service’
Expectation – a strong belief that something will happen or be the case:
- ‘reality had not lived up to expectation’
So, what to make of this revelation? Well, before I dive in, let me ask you two questions:
- When I say the word ‘standard’, what do you think and how do you feel?
- Now, when I say the word ‘expectation’, what do you think and how do you feel?
To me, these two words – despite being so similar in their initial positioning – mean totally different things. And when they are confused, it causes an unnecessary amount of tension, stress and upset, which is quite frankly a complete waste of everyone’s time.
Just think about how often you find yourself saying things like ‘I expected it to be done this way’, or ‘I would expect them to know how to do that’, ‘I wouldn’t have done it like that’ or the classic ‘Isn’t it obvious? It’s not rocket science!’
If you are nodding right now, please read on!
From experience, I can tell you that one of the most common reasons why paraplanners leave firms is because they feel that they cannot meet the expectations of the business – of the business-owners, of the financial planners – or, even worse, their own expectations of themselves. It is like a constant kick in the teeth, the feeling that they are just not quite good-enough!
It is human nature to want to please another person – to deliver and make someone happy by meeting their expectations. BUT, with the continually moving goalposts of one person’s expectations over another’s, trying to second-guess what people expect is not only exhausting, it’s quite frankly impossible!
Expectations are personal to each individual. Yet, when expectations are shared with others, there is often little or no guidance given about how to meet them – because, let’s face it, our personal expectations can change from one minute to the next depending how we feel at any given moment.
In the areas of regulation and governance, you could argue that there is little or no room for expectations to replace standards; however, even though I think you ‘should’ be right, in my experience the opposite is sadly true!
So, let’s imagine a business that has replaced expectations with standards – a business that has been robust in its design and purpose-built. This business has a fantastic team supported by well-documented, tested, effective and super-efficient processes and procedures, each one allowing team members the freedom to share fully their creativity, and their tactical and strategic thinking, because the nuts and bolts of their day-to-day activity are clear and can be performed without even thinking about it.
Businesses designed like this will thrive!
Sadly, we continue to see so many firms making it really difficult for themselves. They put the barriers of expectation up so high that the only outcome is the continual disappointment of those who are trying desperately to meet them. Nobody wins!
When standards replace expectations: the magic truly starts to happen
We know that, for most people, standards, structures, processes and procedures are not the most glamorous of subjects (although we at Standards International think they are!). Nor do they bounce teams out of bed in the morning. But the tide is changing. The need for standards, structures, processes and procedures is becoming ever more apparent, as the profession is finally ‘waking up’ to the fact that high standards, well-thought-out structures, and robust processes and procedures are the bedrock of everything a business aims to achieve.
Your expectations are secondary to the standards you set. By setting the standards, you help to build a business that is repeatable, sustainable and, of course, scalable.
It’s time for a new approach
I urge you all to hold up that mirror and look at your own business – look at your own language, at how you position what needs to be done and to what level. Is the positioning of your standards (vs expectations) getting you the results you want?
It’s time to change the narrative. How about banning the words ‘expectation’ and ‘expectations’ from your own and your business’s vocabulary?
What next? Here are some steps to prioritise standards over expectations:
- Start by reflecting on your current positioning of both expectations and standards within your own mind and your business. Be clear on your view of the differences.
- Speak with your team about this – get their input and ask them to define the two words. Ask them how they feel about the words, and how they feel the business sets, meets and even exceeds both standards and expectations.
- Consider your business plan. Does it capture the essence of what the business is, in relation to the quality and standards it strives to achieve?
- Look at your current processes and procedures. Do they capture, at the right level, the current standards that you have, and those you hope to set, for how things get done?
- Look at how your current standards are documented and communicated with the team. Are they clearly shared and, more importantly, understood?
Ultimately, you need an operating model that sets the standards across the whole business!
Strive for excellence
The firms that strive for excellence and really put the procedures in place – firms that push to establish standards and deliver to the highest level – achieve amazing things in all areas!
For more information, feel free to have a look at how your business may benefit from independent standards certification HERE.
