Assume expectations aren’t the most important metric
Setting and then meeting expectations is about 90% of the secret to success. Where business owners get in trouble here is overpromising or improperly conveying realistic expectations.
It’s amazing how deadly making and then breaking a promise can be to a relationship. I remember working with a customer once who said they needed something by Friday. Feeling confident, I said no problem and, in fact, “you’ll have it by Wednesday.” As it happened, it was delayed until Thursday. I thought the customer would be fine because, after all, we still delivered a day earlier than needed. Turned out I was wrong. I set the expectation for early delivery and now I had failed. That was the end of it.
Turn away business you can’t deliver before ruining your reputation and always spell out exactly what’s expected of all parties in any engagement.
