ABSTRACT
As we established in Chapter 7, if support does not have a hand in setting its customers’ expectations, then their performance will be measured against benchmarks which may be unreasonable or even irrational. So support has a duty to itself to get and stay in contact with its customers, to ensure expectations are reasonable as well as to know what services to offer. But there has got to be more than this – for if communications are left to be just as perfunctory as that, we will achieve very little, and at best no more than we are achieving now.
