How to Handle an Angry Customer Without Making It Worse
An angry customer isn't a problem to win — it's a moment to steer. Here's how to take the heat out of the conversation and get to a fix that holds.
Keeping Customers Informed (Silence Is What They Hold Against You)
Most customer frustration during a job isn't about the work — it's about not knowing. Here's why communication beats silence, even when the news isn't good.
Under-Promise, Over-Deliver — Done Right (Not as a Trick)
Under-promise and over-deliver is good advice and easy to get wrong. Here's how to use it to build trust without sandbagging your customers or losing work to it.
The Cost of Overpromising to Win the Work
Overpromising wins the job and loses the customer. Here's why inflated promises cost more than the work they win, and how to sell honestly without losing to hype.
Customers Expect Too Much? You Probably Set the Expectation
When customers expect the wrong things, the cause is usually upstream — in what was promised, implied, or left unsaid. Here's how to set expectations that prevent conflict.