Expectation Archaeology
Dig beneath each complaint to the sales promise that planted it.
The job
Traces disappointment after handover back to the sales moment that created the expectation, whether a broker, brochure, show unit or sales call. Fixes it there, and checks every new launch's brochure and broker script against known broken promises so it doesn't happen again.
The moment
Complaints are shown as an archaeological dig, with each year's customer quotes buried in layers. The CCO starts digging into "service charge higher than promised".
The dig reaches the 2023 launch: 214 buyers said "the broker told me $12", 71% of them through three agencies. Next to them sits the brochure line promising a service charge from $12.
The next launch's brochure is blocked until it states the estimated range in writing.
A year later, the new project has almost no complaints of this kind before handover.
What it does
- Start a dig
- Log a planting-layer fix
- Brief brokers
- Correct a brochure line
- Gate a new launch line
- Draft an expectation-reset note (B2B)
What you see
An archaeological cross-section dug with a trowel (strata by year, real quotes as fossils), a planting-fix log, a pre-launch gate, and red margin notes on the pitch deck for B2B
What it moves
Complaints about promises made during the sale per 100 handovers (service charge, amenities, distance, layout), and the dollars spent on disputes and goodwill refunds linked to them.
Built for
- CX leaders & VoC
- Account management & sales
- Marketing, brand & comms
- Executives & leadership
