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Managing Expectations

Started by jacobmorgan · 10 months ago

One of the most crucial factors that play a role in the success of a business (or life) is the ability to manage expectations. Managing expectations means understanding what can be done and what can’t. Managing expectations means communicating with your team and understanding their curre ... Continue reading »

2 comments

  • Laurent

    1 year ago

    Long time ago, I was working at a big co and they ran a study on customer loyalty. The top factor was 'managing expectations'...and it shows that over promise/under deliver was bad but that also, over time, under promise / over deliver could be detrimental too. The wisdom is to try to be right on the "do what you said you would do".
    reply
  • Jacob Morgan

    1 year ago

    Hi Laurent. I think it depends on how well you know your customers. It depends on how you underpromise and how you over deliver. It's about the extra added value you can provide. The detrimental factor can be that over time your customers will expect more and more over delivering. It's a balance game.
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