Highlights
- “Without clearly defined rules, parameters, and expectations, we can easily get ourselves in a bind when we don’t deliver what the customer expects.”
“It goes the other way too – if the customers are not given specific expectations as to their responsibilities, you’re going to find yourself upset with them and will have a hard time serving them if you feel taken advantage of.”
- “Even if you don’t have a need for an attorney at the moment, always be on the lookout for a referral or someone you can come in contact with as you’re probably going to need them at some point in your business.”
- “When you’re defining something, it’s easier to define what it’s not.”
- “A covenant is an agreement that is based upon mutual trust and dedication to each other.”
A contract is the opposite. “It’s based upon mutual distrust of each other.”
- “You have to balance the financial losses you’ll take in any situation versus the damage it can do to your reputation.”
- “Money is almost always better than ego.”
- “Getting upset with an employee because they didn’t meet your expectations may make you feel good but it’s usually not their fault.”
- “If a team member has worked hard but not done as you expected, it means one thing – you haven’t clarified scope and expectations for their job.”
- “Whenever you hire a new employee, or whenever you have dealings with your existing team, it’s critical that you be very specific about what outcomes you expect from them.”
- “Your reputation is far more important than any one customer transaction.”
Resources Mentioned:
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