Is there a gap between what your customers expect and what they actually experience?

44% of customers who churn do so because they can't achieve their goals.

Because what they expected and what they got didn't align.

You know how it is…

Marketing builds the dream.

Sales sells the vision.

Onboarding inherits the reality check. 😅

When those three things don't match, customers feel misled.

So, let me align our expectations.

I’m going to give you the steps, and then you are going to implement them.

Deal? ↓

🧪 The Project: Expectation Alignment

Managing expectations is about creating alignment so customers can achieve genuine success.

Step 1: Establish reality before the sale closes

Before the contract is signed, document what success looks like in the first 90 days.

Create a one-page "What to Expect" document that outlines:

Share this during the sales cycle. Not to cover your arse (!) but as a trust-building exercise.

Customers appreciate honesty.

Whilst we are on this topic, take a look at my previous article. ↓