So, you hired people to do a job… and somehow, that job is not getting done. Instead, you’re dealing with missed deadlines, customer complaints, or employees who seem genuinely shocked when you point out an issue.
Welcome to leadership! The good news? It’s (mostly) fixable. The bad news? If your team isn’t meeting expectations, it’s probably because you haven’t made them clear enough.
Define What “Good” Looks Like
Your version of “on time” might mean five minutes early. Your employee’s version might mean “before lunch.” If you don’t define success, people will guess—and they’ll guess wrong.
- Write it down. Whether it’s a job description, a checklist, or a three-sentence email, put expectations in writing.
- Be specific. “Customer service is important” is vague. “Greet every guest within 10 seconds and answer calls within three rings” is clear.
- Check for understanding. Ask employees to explain expectations back to you. If they can’t, they don’t get it.
Say It More Than Once
You might feel like a broken record, but expectations fade fast. If you only explain things during onboarding, don’t be shocked when your team forgets.
- Reinforce expectations in daily or weekly check-ins.
- Put reminders where they’re needed (checklists, dashboards, training refreshers).
- Praise when people get it right. Reinforce the behavior you want.
Give People the Tools to Succeed
If employees aren’t following expectations, ask yourself:
- Have they been properly trained?
- Do they have the right resources?
- Is there a roadblock you need to remove?
Before assuming they “just don’t care,” make sure they actually have what they need to do the job.
Hold People Accountable (Yes, Even the Good Ones)
Expectations don’t mean much if there’s no follow-through. If one employee slacks off and nothing happens, the rest of the team will notice—and they’ll lower their standards too.
- Address issues immediately. A quick coaching moment (not a long, drawn-out meeting) is often all it takes to reset expectations.
- Be fair and consistent. If rules apply to one person, they apply to everyone.
- Follow up. If someone improves, acknowledge it. If they don’t, escalate the conversation.
Bottom Line: Clear Expectations = Fewer Headaches
Most people want to do their jobs well—but they can’t hit a target they can’t see. Set clear expectations, reinforce them often, and hold people accountable. It’s the easiest way to avoid frustration (for you and for them).
💡 DIY HR Tip: If you’re spending more time fixing mistakes than moving your business forward, it’s time to look consider – are you giving in-the-moment feedback? Quick Coaching is an easy way to course-correct in real time. We’ll cover exactly how to do it in an upcoming DIY Human Resources!
