As I shared in the previous lesson;

Many lifelong habits start at a young age, with many developed by the age of 6 years old. Like any habit, people can do something without even realising they’re doing it.

Hidden in people, clients are 11 expectations of how they want to be treated and what’s REALLY important them.

Clients aren’t aware of these expectations unless something goes wrong or they’re surpassed(Wowed), which puts the client into one of the three zones.


In this lesson you will learn;

  • The 11 Hidden Expectations and why it’s a team focus

  • Grade your past performance

  • Grade the team’s performance

  • Review and plan how you can improve future performance