CHAPTER 9

Predict the Unexpected

Say what you are going to do; do it; say what you did.

Setting effective expectations is perhaps the most important consulting skill. Finding the fine line between optimism and pessimism is not always easy but is always vital. Your best efforts will be wasted if your teammates are surprised with deliverables that are out of sync or are not what they were expecting either in content or in quality. An implementation has to be a team effort; no matter how talented you are, you cannot be a team of one.

You will find that most clients you work with have never been involved in an implementation project before. I used to think this was a disadvantage, but I came to realize that it is an advantage. If they have never ...

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