managing expectations

Begin With The End in Mind: Facebook, Instagram, and Violating Expectations

  Read a fascinating article earlier this month: Go to any VFW hall, even today, and you’ll get the same story: During World War II, the Red Cross had comfort stations for soldiers overseas, with free coffee and free doughnuts. Then, in 1942, the Red Cross started charging for the doughnuts. Soldiers have held a …

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The Secret to Managing Expectations: Under-promise and Over-deliver

I was sitting on the tarmac of JFK airport after an uncomfortable cross-country flight when I was reminded of an important lesson for maintaining good relations with the people around you: Under-promise and over-deliver. After a mundane landing and relatively smooth flight, the pilot told the passengers that there would be a ‘10 or 15 …

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