I received terrific responses to my “Setting Expectations” blog last month and want to address the “how to” of meeting expectations this month.
When plans don’t go as expected, a negative reaction is normal. The discrepancy between expectations and results … Read the rest
What’s the true value of meeting and exceeding a customer’s expectations? It can be customer retention. Or it can be your job. Read on, for a true story that illustrates the point.
The phone call came while I was having … Read the rest
TEDx Midwest: The Walk From No To Yes
By William Ury
“I see humanity as we are all one family,” begins William Ury in his TEDx talk. Co-founder of Harvard’s Program on Negotiation, Ury believes that all of the earth’s … Read the rest
Tough talks can happen anywhere, whether they are planned or unexpected. At the office, perhaps at a board or tenants’ meeting. You are leading a group and you find yourself with a team member who is argumentative or pushy. If … Read the rest
Several recent blogs by marketing guru Seth Godin got me thinking about setting expectations. As we know, an expectation is something that we believe will happen. I have often found, however, when working with clients who are asked about an … Read the rest