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Expectations

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You expect a card from your mother on your birthday.
You expect the rep to pick up the dinner tab.
You expect your kids to get good grades.

And sometimes they let you down. Not to say anything bad about your mother, but we’re only human, right?

It’s somehow even more disappointing when our unmet expectations are reasonable. We’re not asking for a surprise party, but, come on, one little card?

Have you been the one who dropped the ball on Ms. Jones this week? It’s probably not too hard to remember a recent complaint from an upset customer who simply expected you to show up when you said you would with the sofa she said she wanted.

What expectations have you created for Ms. Jones with your marketing and your message? Do you keep these promises?

How do you make up for it when you screw it up big time?

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