This is the third post in a seven part series on Key Client Management Lessons. Lesson #3: Manage Expectations
For this lesson I'm going to refer back to a post I did back in 2007 titled, The Best Business Lesson Ever. Click here to read that post.
The lesson, in short, is this formula: Perception Minus expectations Equals Satisfaction (P - E = S).
Managing expectations is a critical part of client management, I'd encourage you to read the post and memorize the formula.