Great Expectations

A phrase that businesses often use when they talk about customer service is “exceeding expectations.” They say things like “We want to exceed your expectations.” That sounds nice, but what does it really mean?

Customers have expectations about how businesses should treat them. We expect cashiers to act a certain way, salespeople to act a certain way, waiters and waitresses to act a certain way, etc. Exceeding expectations means that those people act better than we expected them to act.

Exceeding expectations involves performing in ways that are above and beyond. You have to answer customers’ questions more thoroughly than they expected, solve their problems more completely and quickly than they expected, provide services that they didn’t expect you to provide, and more.

Think about your industry and what you can do, specifically, to exceed customer’s expectations. Then do it.


The above is used by permission from the book Three Years Of Tuesday Mornings: 156 e-mails about business and life by Steve Fales.


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