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Jan. 11, 2021, 7:13 a.m. -  tashi

I’ve been working with the public for my whole life and yep, managing expectations is key.  Set them high to impress the customer and out compete the other guy is great, unless you can’t meet those expectations because then customer is let down and you look like a chump.  Much better to set expectations slightly lower and then exceed them as the customer is then stoked that their expectations have been exceeded. They’re special now, and you look awesome!

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