Customers are #1, right? Yes, of course... However, their expectations cannot lead the day, that's the company's job! When I was a younger child, I had an expectations about Christmas and, each year, my Mom would ask me to check that expectation at the door - no, you're not getting a Samurai sword and blow torch. Our company, WhenToManage, has as a process called the "hand-off call". Here we repeat the goals/expectations heard during the sales process and ask the customer to repeat them live to our account services team... If we hear something that doesn't meet what we can do, then we tell them so. This process has been a real success! Always good to check everyone's exceptions...
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