Expectations are one of the biggest drivers of connection… and one of the fastest ways to lose it.
In this Customer Service Week webinar (Connected for Impact), in partnership with AusContact, we unpack The Expectation Trap — that messy space where we assume people “should just know,” we set expectations too high-level, we forget to repeat them, and then we wonder why everyone feels frustrated, defensive, or quietly disengaged.
Because here’s what I know to be true: unclear expectations + repeated sacrifices = resentment (and it happens in customer relationships and inside teams).
In this session we talk about:
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Why expectations are a loaded word (and why everyone defines it differently)
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The moment “surprise and delight” becomes the norm… and then becomes an entitlement debate
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How to reset expectations after over-servicing or handholding
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What to do when team expectations don’t match business policy
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Why accountability conversations fail when there was never a commitment
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The leadership shift that changes everything: stop telling, start asking
You’ll also hear my practical go-to questions that reduce effort, lower defensiveness, and create real alignment:
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“What are your expectations right now?”
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“What specifically does that mean?”
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“For what purpose?”
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“What else?”
If you lead people, serve customers, or sit at the intersection of both… this conversation will help you get clearer, kinder, stronger — and far more sustainable.
One takeaway to start today:
Don’t assume you know what the people around you expect. Ask them. And go micro.
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