Everyone is just doing their job. But sometimes, those jobs can unintentionally clash—and that’s where things get tricky.
I was recently talking to a career coaching client who shared an interesting challenge she’s facing at work. Her company’s customer support team really likes her. So much so that they keep sending her support tickets and checking in every two hours to see how things are going.
The problem? She’s also responsible for delivering two major product features.
Now, she’s feeling torn—worried that she’s disappointing the customer support team by not investigating their tickets fast enough. She wants to be helpful, but she also has her own deadlines to meet.
I could dive into the topic of task prioritization, but instead, I want to focus on something deeper: the fear of disappointing others at work.
Different Jobs, Different Priorities
The customer support team’s job is to make sure customers are successful and happy. In this case, that means getting support tickets resolved as quickly as possible.
My client’s job, however, is to deliver new product features—work that will ultimately improve the product and help customers in the long run.
Right now, these two priorities are at odds with each other.
And here’s the important part: that doesn’t mean anyone is doing something wrong. It simply means they have different responsibilities.
Disappointment is Sometimes Inevitable
One of the hardest things to accept in any workplace is that you can’t make everyone happy all the time.
When teams aren’t fully aligned on priorities—or when they have competing goals—disappointing people becomes inevitable. But that doesn’t mean you’re failing. It just means you’re focusing on the responsibilities that are most important for your role.
It’s easy to internalize this disappointment and feel like you’re not doing enough, but the truth is: you can’t do it all. And you shouldn’t have to.
Managing Expectations with Clarity
So, what can you do when you find yourself in this situation?
Here are a few practical steps:
- Communicate Priorities Clearly: If your workload is packed with feature development, it’s okay to set expectations with the support team about when and how you can help.
- Align with Your Manager: Make sure you’re prioritizing the right work according to your team’s goals. They can also help advocate for better workload balance.
- Create Boundaries: You don’t have to be available at all times. Setting clear response times can help you stay productive without feeling guilty.
- Remember Your Role: Stay focused on your key responsibilities and trust that others are doing the same in their roles.
At the end of the day, work is a balancing act. And sometimes, saying “not right now” is the best way to stay focused on what truly matters.
Have you ever struggled with feeling like you’re letting people down at work? How did you handle it?
