Managing Expectations

Poor communication, faulty assumptions, and unmet, unmanaged expectations create significant problems. See what you can learn from our recent experience.

Here is the situation: we are preparing to welcome a youth worship band to lead the musical portion of worship. The youth band has un-communicated expectations when they arrive at rehearsal.

They arrive at rehearsal with amplifiers and want to use their own drum kit.

However, we rarely use instrument amplifiers and the drums are in a full shield with roof and back wall to minimize stage noise. Twelve microphones are used to give the sound engineer maximum control over the drum sound.

We suddenly have multiple problems.

One, this band will not be the only performers this week. Prior to their performance, we have other rehearsals and a Saturday night worship service, all of which will need the normal set up.

Two, we already challenge our congregation’s limits for volume levels. With increased stage volume we will probably see a lot of folks leaving the service until the teaching. The congregation will perceive greater volume simply because there are amplifiers on stage, regardless of what the dB meter reads.

Now we are in a difficult place. How do we serve both the guest performers and the church congregation?

Our solution allowed the instrument amplifiers on stage if the cabinets pointed backstage and are kept at a reasonable volume, but the guests have to use our drums.

I think this all could have been prevented with better communication, less assumptions, and better management of expectations. What do I mean?

In this case, communication with the band has been inconsistent. Our worship pastor has been busy preparing for an international ministry trip. I was never brought into the discussion to assess the band’s technical needs. Communication began two days ago when the volunteer sound engineer contacted them to ask about their needs. This was obviously too late.

Assumptions have really reigned supreme in this situation.

Assumption: the youth band will lead worship on Sunday.
Problem: this is not our youth band but rather a band consisting of teens, not all from our church. They have a technical rider and certain expectations when they play in any venue.

Assumption: since, early conversations were between the worship pastor and the drummer, who plays regularly on Sundays, of course he would use the existing kit.
Problem: he wants his own drum kit.

Can you see how the assumptions and communication broke down and created a difficult situation? The band assumed their rider would be met. The worship staff assumed the band would use our set up as it exists. There were no conversations before booking; they were simply booked.

It is the day of rehearsal. We have two sets of unmatched expectations and no good way to manage them. My volunteer engineer knows the policies and will not overstep his authority. I cannot approve everything the band wants for quality purposes and to prevent congregational complaints. Now we are left with a Sunday where our musical worship team is not unified in pleasure at their service opportunity and we may be addressing volume complaints for weeks to come.

What are some ways to avoid this scenario?

The best way to manage expectations is to talk early, talk often, and make no assumptions. Ask lots of questions, make sure you know their expectations, and take time to explore possibilities. Carefully explain issues created by their requests that are specific to your particular congregation. This will not always prevent conflict, but it should lessen the conflicts and allow more time for conversations and compromises. Unmet expectations become ugly when left to the last minute. Learn from our experience, I sure did.