« Selling and Pricing | Main | Branding: New to You »


TrackBack URL for this entry:

Listed below are links to weblogs that reference Expectation vs. Delivery and What not to Say:


Gianandrea -- in the right setting, engaging in authentic talk is healthy. That is what we call "putting your foot down" here. It is especially useful when meeting spoiled clients or people who are feared. Nobody ever talks to them that way. The conversation I was referring to was in a different setting where that kind of talk would backfire.

Gavin -- my grandmother used to say: "hell is paved with good intentions". Many of my friends are free agents or small company owners and over time we have discussed the virtues of firing a customer, especially when the relationship has become a toxic one.

I am so jealous that Gianandrea has been able to say "you suck" to a client. I wish I had seen that!

But then, it is a shame that relationships sometimes get to this point. Even with the best of intentions on both sides, conversations can end up in this horrible place.

valeria, i'va learnt what to say when appropriate to a customer: you sucks. i know this is unpolite and weird but it may help to get clients' respect. i did it a couple of times and it worked. how lucky i was? probably a lot but situation was on the edge of a nervous breakdown.

The comments to this entry are closed.


Enter your email address:

Delivered by FeedBurner

Advisory Boards

As seen on


Marketing that makes business sense


Book Reviews

Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.


  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.

© Valeria Maltoni

  • This work is protected by copyright. It may be quoted and excerpted. Beyond a sentence or two, you should ask for permission before publication.

  • Conversation AgentTM

  • © 2006-2014 Valeria Maltoni.