Trusted Advisor Associates on Not Exceeding Expectations

Trusted Advisor Associates has a great post titled “Trust Tip 38: Don’t Exceed Expectations ” that is definitely worth a read. A nice quote from the post is provided below:

There’s nothing wrong with an occasional surprise to the upside. But engineered surprises, delivered regularly, degrade trust. You can’t afford them.

Don’t exceed expectations: set them cleanly, and then meet them. Your customers will thank you.

If you’ve not read the Trusted Advisor Associates Blog , you should start…there are some very good ideas, articles (and books) on building trust and relationships with clients.