Keynote: The Expectation Effect: How to Build Sustainable Business Relationships Through Better Conversations
The Expectation Effect: How to Build Sustainable Business Relationships Through Better Conversations
Presentation by JC Quintana
A silent epidemic is eroding your most valuable business asset—trust. Every day, leaders unknowingly damage relationships by ignoring, miscommunicating, or mismanaging the expectations that drive people to work for them, buy from them, or partner with them. These missed or mishandled expectations quietly undermine the conversations that determine fair, lasting outcomes for your customers, employees, and partners.
To reverse this trend, you must learn to master the psychology of expectation-focused conversations. When applied with intention, this approach unlocks a powerful mindset for discovering, negotiating, and managing expectations in ways that make every stakeholder relationship more sustainable.
By the end of your time with JC, you will learn how to:
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Explore the seven critical conversations that shape customer, employee, and partner acquisition, retention, and advocacy.
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Learn to improve expectation-driven communication to save time, reduce friction, and create more meaningful exchanges.
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Understand how to leverage the psychology of social exchange to elevate both the quality and outcomes of your business relationships.
Learning objectives:
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Uncover the three myths that prevent organizations from building sustainable business relationships.
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Discover the seven expectations that underpin long-term success and enhance everyday conversations.
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Identify the #1 cause of misunderstanding in business communication—and what you can do to prevent it.
Audiences
Business Professionals & Teams
Whether you're in sales, marketing, operations, or service, this keynote will help you improve how you collaborate, communicate, and create value with others. You'll learn practical ways to reduce friction, clarify expectations, and build trust with customers, colleagues, and partners.
People Managers & Team Leaders
If you're responsible for leading people, this session gives you a new approach to building stronger, more engaged teams. You’ll discover how expectation conversations improve motivation, accountability, and psychological safety—without adding more meetings or complexity.
Anyone Working with Customers, Partners, or Internal Stakeholders
This keynote is for anyone who wants better results from their relationships at work. You’ll learn why most business misunderstandings come from missed expectations—and how seven essential conversations can transform the way you work with others.
Empowering Global Organizations
30
Years of Experience
200
Keynotes
25
Countries
15
Industries
ABOUT
JC Quintana
Fifteen years ago, I made a startling discovery: more often than not, customers, employees, and partners leave companies because their expectations about people, processes, or technology were never properly discussed.
This realization hit home for me. I reflected on my own experiences as an entrepreneur and executive leader. I've seen firsthand the devastating impact of misaligned expectations—losing valuable clients and talented team members, or watching good technology go to waste because we lacked a meaningful way to discuss expectations regarding outcomes, behavior, or adoption.
Today, I'm passionate about helping businesses avoid this pitfall. I believe that by harnessing the power of expectation conversations, we can create better opportunities to discuss profitable, meaningful, and realistic outcomes. No matter the industry or audience, misaligned expectations hinder great people, initiatives, and innovation from achieving their full potential.
