Hey Ed, what is managing expectations?

In this edition of "Hey Ed," Ed discusses managing customer expectations when it comes to their heating and cooling system.

Hey Ed, what is managing expectations? Managing expectations is something that I feel I do nonstop. I try and encourage everybody in the food chain of a company to have a plan, to talk to a consumer and let them know what they should expect out of their heating and cooling system. A heating system that runs a lot when it’s cold is expected. An air conditioning system that runs nonstop when it’s hot out, especially if it’s above a design temperature is expected. The enemy of comfort in a house in the summertime is a higher dew point. And the higher dew point is created by having excess humidity. That comes from a system that is larger than necessary. You need the occupant to understand that there are gonna be days when it’s gonna be warmer than they might want it in the house. If you properly manage their expectations, the conversation that you have, when it’s potentially a little warmer than they might want it to be in the house, is much easier than if they were never given any kind of expectations from the get go. And that’s the way I see it.