Honesty gets you everywhere

- There's a truth in managing customer expectations that really needs to be held close to the heart of every person who interacts with a customer, and it's be honest. Sometimes we will dress up the truth a little bit to make it feel better, but what we can't be doing is making stuff up or making guarantees that we can't uphold. When you have a customer that needs you to be honest about how things are, and you do that, the respect goes through the roof. You might think you'd lose them because you're talking about when something's maybe gone wrong. It's stunning how letting them in and making them clear that you are doing your best, but maybe you've dropped the ball or something's gone wrong, it makes them feel like you're okay, you're human and you are relatable, and that's all right. But what you can't do is try and cover everything up with lies on lies on lies. You'll end up with eventually one of them coming and biting you as a result.