Focus on your customer's feelings, be clear about deliverables, and if you don't intend to deliver the fluff, don't talk about it as if you do.
Don't design contracts and project meetings around making yourself feel warm-and-fuzzy. Stroking your ego like this makes you feel like a hero who under-promised and over-delivered. Unfortunately, the customer got the opposite impression.
How is it that two groups of people experienced the same phenomenon, yet come away interpreting it world's apart?
Miscommunication and failure to manage expectations.
If you fail to communicate and verify what was understood was what you intended to say, you're liable to set expectations much higher than you can possibly deliver. That leads to pissed-off customers, or worse: past customers.
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Cool graphic!
Posted by
Ocala Webmaster
on Dec 09, 2010 at 02:09 PM UTC - 6 hrs
