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Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW! by Gerald M. Weinberg, Naomi Karten

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12. Build Win-Win Relationships

Win friends and influence customers

When I finally ski-tested the blue jacket I told you about in Chapter 8,1 discovered that it was not quite perfect, and took it to my tailor for alterations. He said it would be ready in a week. When I went to pick it up, it wasn’t ready. I was annoyed. This wasn’t customer service; it was customer disservice. He could have called me and saved me the trip. I thought about switching tailors.

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That’s how I would have reacted if this tailor had been a stranger, but he wasn’t. I’m a long-time customer. We chat and exchange pleasantries. He does good work and has given me rush service ...

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