Saying No and Setting Boundaries With Customers
Saying yes to everything trains customers to expect everything. Here's how to set boundaries and say no in a way that protects your business without losing goodwill.
What's Included: Getting Scope Right Before You Start
Most job disputes are really scope disputes — over what the price did and didn't cover. Here's how to define scope up front so 'that wasn't included' never becomes a fight.
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.