Setting Expectations Up Front

Module 6 lesson 44: Setting Expectations Up Front "Most conflicts in a small business

are born from a gap between what a customer expects and what actually happens.

If that gap is a surprise, you get anger. But if you fill that gap early,

you get understanding. Today, we’re talking about setting expectations up front."

"Setting expectations means telling the customer the 'hard truths' before they become 'bad news.'

It’s about being a guide for their experience. If you know the wait time is 30

minutes, don't say 'it'll be a few minutes' just to keep them happy in the moment.

That only guarantees they’ll be furious in 20 minutes. Instead, say: 'I want to