- The dangers of overpromising. (2:51)
- What is an expectation document? (4:12)
- The importance of communication. (7:30)
- How to brainstorm and draft your first expectation document. (8:02)
- How to present the expectation document to your customer. (8:32)
Quotable Moments
- “It seems like customers always want things beyond the original scope of work. If I keep on giving in, we'll work the rest of our lives for free. If I refuse, they'll just trash our reputation, which they’ll probably do anyway.” (1:34)
- “So it's fair to say that you have a good idea of what to expect in these projects and your clients don't have a clue.” (2:41)
- “90% of the problems with customer relationships are due to poor communication and the other 10% include communication as a factor.” (7:32)
- “The quality of your communications is the result you get.” (11:04)
Resources
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