Preventing dissatisfaction.
WHAT CAUSES MOST DISSATISFACTION
Expectations, not performance.
WHAT TO SET AT THE START
What is included Response times Hours What is chargeable
WHAT TO RESTATE
When a request falls outside scope When something will take longer than they expect
HOW TO SAY SOMETHING IS OUTSIDE SCOPE
"That is beyond our hosting support, and I can quote for it separately."
Not a refusal. An offer.
FOR TIMESCALES
Give a realistic one, with buffer.
Delivering early is better than explaining a delay.
FOR ANYTHING UNCERTAIN
Say so, and say when you will know more.
WHAT TO AVOID
Agreeing to something to end a conversation Optimistic timescales Silence while working
WHAT TO DO DURING LONG WORK
Update them at intervals, even with no progress.
WHAT TO CONFIRM
What was agreed, in writing.
WHAT TO REVIEW
Whether your stated terms match what you actually deliver.
