About the Book People have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. The problem is that these mismatched expectations can lead to misunderstandings, frayed nerves, and ruffled feathers. More seriously, they often lead to flawed systems, failed projects, and a drain on resources.
Expectations are difficult to control and impossible to turn off.
Naomi Karten offers concrete ways to manage them, and in the process, to dramatically improve the effectiveness of your services. When Appropriate, Just Say Whoa Build Win-Win Relationships Formulate an Action Plan Features Contents Read the Table of Contents. Naomi Karten's pioneering book teaches us how to do it. This is good reading not only for information professionals, but for anyone involved with pleasing customers. The purpose of Karten's book is to make the people run.