"What swiftly happens, the masters of strategic incompetence learn, is that **people stop expecting you to undertake certain tasks; they no longer ask you to do them, and they adjust how they rate you: your failure to perform the activity stops counting against you**. "If all this sounds overly Machiavellian, it’s worth noting that it’s only a personalised version of what corporate types refer to as ‘expectations management’, which is a key component of any company’s customer-relations strategy. If you want satisfied customers, it’s certainly wise to act in ways that will satisfy them. **But it’s also wise to pay attention to (and, if possible, influence) their criteria for feeling satisfied**." --- **Tags** -- [[quotes]], [[strategic-incompetence]], [[Machiavelli]], [[expectations]], [[organisational-culture]], [[leadership]] **Source** -- [[20241114100017 - B - Help!]] Consider: If you allow expectations to be set bi-laterally, strategic incompetence will be rewarded. If expectations are set at the organisational culture level, strategic incompetence quickly gets found out?