Thereâ€™s nothing wrong with an occasional surprise to the upside. But engineered surprises, delivered regularly, degrade trust. You canâ€™t afford them.
Donâ€™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.
[tags] Trusted Advisor Associates, Expectations [/tags]