With such an agreement in place, any major dispute with a customer will be settled by an arbitrator rather than a judge or jury. Second, says Mummery, don't overcommit. Raising a client's expectations to an unrealistically high level may help your salespeople secure business, but it's certainly not going to help your technical crew deliver the goods in a manner that will satisfy the client. Be clear on the impact if those assumptions change. And in the case of a dispute, experts advise staying out of the courtroom, even if armed with a strong case, un- less all else fails.
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