“All of your problems in your business can be solved if you’d only set and manage expectations” - Jerry Durham  Jerry is a business coach for physical therapist, who specifically works with the front desk staff offices. He specializes in helping people reduce cancels and no-shows by setting the expectation on that first phone call of the patients responsibilities, and of the facilities responsibilities.  He walks the front desk staff through everything from ‘Our location is in X building. When you park, go through the front entrance, up the elevator 2 flights and make a right. We’re the second office on the left”, followed by ‘Your initial evaluation is typically 45-60 minutes with your physical therapist. You’ll leave with a thorough understanding of your condition and a plan to begin treating it” Jerry specializes in this and he's really good at it. I've learned a lot of lessons from him.  Imagine a time where you got upset about something. Maybe it was something that happened earlier today.  . I bet it was because you expected one thing, and a different thing happened.  Now think about a time that your expectations were met. Now think about the time that you were not upset about something, maybe the weather cooperated or you pulled off a surprise party. I bet you your expectations were met. In order to set those expectations, we need to be really good communicators. We need to speak concisely, we need to reinforce what we've said through text and follow ups, and we need to have principles that we stand by so that our responses are predictable and repeatable.  When our players expect us to remain calm in the face of adversity, and we lose it, they may get upset. Conversely, if they expect us to get mad at everything they do, and then we don't, they know something is up.  I have found it really helpful to set my players, my parents, and my coaches expectations early in the season. That way I have something to fall back on, my "North star" like we talked about in decision making.  If I expect my coaches to be respectful, that covers everything from their interactions with parents and officials, to how they handle a conflict with a player, or someone on the coaching staff. We are going to address one another appropriately. We are going to solve conflicts together, and we are going to show up on time, and respect each other's time.