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.

[tags] Trusted Advisor Associates, Expectations [/tags]