Conclusion: Formulate an Action Plan

How to be a great expectations manager

When I address large groups on the subject of managing expectations, several listeners invariably comment afterward that it’s just common sense. When I hear this comment, I am gratified that these people see the situation as I do. It is common sense, after all, to communicate with care, challenge assumptions, ask questions, and inform customers about changes that will affect them. It’s sensible to make sure that you understand what customers want, and that they understand what you can and cannot do for them. It even makes sense to say “I can’t help you now” (when appropriate, of course).

But if all these things are common sense, why isn’t everyone already doing them? ...

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