Field Scenario

A company wants to advertise extremely fast response times to attract customers, even though their actual team capacity genuinely can’t consistently deliver on that promise.

What You Actually Recommend

• Set genuinely realistic, achievable service level commitments rather than aspirational marketing claims
• Explain that an SLA the team can’t consistently meet ultimately undermines customer trust
• Recommend honest tracking and reporting against whatever commitments are actually set
• Connect this to the broader principle of honest expectation-setting covered throughout this academy