Managing Your Customers' Expectations
http://www.stc.org/intercom/PDFs/2003/200306_35-37.pdf

Frick, Elizabeth A. 'Betsy'
Intercom
2003

Abstract:

How many customers do you know who deliberately set out to make your life difficult? Not many, I’m sure. They probably don’t anticipate that adding three new chapters to a manual means that the project deadline needs to change or another writer needs to be hired. They may not realize that another round of reviews requires more (billable) hours of work. In most cases, good two-way communication prevents problems in the first place and provides solutions for the unforeseen issues that arise.