Sten and Andy dive into the critical role of setting and managing expectations in business, particularly in client relationships.
They discuss the consequences of unmet expectations, such as negative client feedback and job dissatisfaction, and the common issue of failing to verbalize expectations, which can lead to misunderstandings.
Through practical examples, they advise on asking open-ended questions to uncover unspoken expectations and stress the importance of clear communication to align with clients.
They also touch on the financial advisory industry, suggesting visual tools to clarify service models and the necessity for advisors to proactively manage expectations to avoid resentment and ensure business success.
They wrap up with a call for an "expectation audit" within businesses and teams to enhance client satisfaction and relationship outcomes.
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