We first met Matt Grzybowski in the first episode of this second season where he spoke to the importance of influence skills for managers. In this episode we tap an unheard portion of our interview with Matt where he explores the importance of communicating to team members, particularly new team members, exactly what customers and clients will expect of them. He frames this as clarifying service level agreements to a level of detail that leaves no doubt what is expected and what will be delivered.

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