Setting expectations

Just this week I was in Split, Croatia and it revealed a very important fundamental for running any B2B business.

Setting expectations and enforcing them…

To give you some context,

Split is a well-known holiday destination for Northern Europeans.

It’s a fantastic city with great bars, clubs, restaurants, beautiful girls and great vibes.

The problem with those tourists is that they typically treat these locations like playgrounds.

Shouting, swearing, drinking on the street, pissing in corners and a lot worse…

Without rules you get degeneracy.

You only need to look at other major holiday destinations to see the effects of unregulated degeneracy.

Benidorm, Zante, Malia and more have bad reputations because of a lack of rules.

The thing that makes Split different is the framing they give you as you arrive in the city.

Plastered across boards up and down the main street are clear rules about what you can and can’t do.

Not only that but they actually enforce these rules for Tourists that misbehave.

What this does is frame tourists to behave in their city

Keeping the streets clean, the population happy and the burden on taxpayer clean-ups low.

It also keeps the reputation of Split's high quality in the mind of tourists.

Which creates an upward-spiralling feedback loop.

This is exactly how you should treat your clients in business.

Clear strict rules of engagement that they need to follow or deal with a consequence.

This keeps them focused, happy and able to enjoy a better experience from you.

The moment you let them off the leash they start to act like unregulated tourists treating your business like a playground.

Giving you a bad reputation and leaving you to clean up the mess…

Tom

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