IT IS ESSENTIAL TO MANAGE EXPECTATIONS AND DELIVERY – 3 OBSERVATIONS Trust in business is at an all-time low. Consumers just do not trust the vast majority of businesses or business people. Indeed, trust today is almost the exclusive preserve of the helping professions. This makes trust a very real, and powerful, potential strategic competitive […]

IT IS ESSENTIAL TO MANAGE EXPECTATIONS AND DELIVERY – 3 OBSERVATIONS Trust in business is at an all-time low. Consumers just do not trust the vast majority of businesses or business people. Indeed, trust today is almost the exclusive preserve of the helping professions. This makes trust a very real, and powerful, potential strategic competitive advantage, and a very effective strategy for minimising the cost of marketing and increasing the overall return on marketing investment. There are a number of strategies that businesses can implement to increase trust and create the perception that a business is trustworthy. One such strategy is – expectation management. Over the years, I have completed a number of projects in the residential land and building industries. This necessitated working with a wide cross-section of builders and developers. I have observed that: Homes area rarely completed by the promised date Property developments rarely have the facilities…