Exploring the impact of lying and telling the truth in service industries, this chapter delves into the unnecessary complexities and potential harm caused by experts' actions. It also stresses the importance of effective communication and managing expectations in being a good practitioner.
A truth that applies to almost every field is that it’s possible to try too hard, and when doing so you can get worse results than those who knew less, cared less, and put in less effort than you did.
There are mistakes that only an expert can make. Errors – often catastrophic – that novices aren’t smart enough to make because they lack the information and experience needed to try to exploit an opportunity that doesn’t exist.