Everyone has expectations, even when they aren’t spelled out. And when those expectations aren’t met, people don’t feel taken care of. In this session, David Sohn will show you how to set clear expectations from the beginning and stick to them throughout your service delivery.

David will share how his team at Helpt helps MSPs reduce churn by making expectations a core part of their onboarding and delivery process. He’ll walk through what works, what to avoid, and how consistency builds long-term trust. This is about more than fixing misunderstandings. It’s about building a reputation your clients can count on.

You’ll leave with simple, repeatable tactics to get alignment early and deliver what your clients actually want.

• Clarify both sides’ expectations, ask, document, and align what the client wants with what your team can deliver.
• Make setting expectations a two-way habit, turn it into a repeatable process, not a one-time conversation.
• Deliver with consistency, reliability builds trust faster than flashy service.
• Avoid scope confusion, use clear agreements and boundaries that keep everyone in sync.
• Build win-win relationships, create outcomes where both the MSP and client feel like they’re getting what they need.