Question: How do you know when you’ve exceeded your customers’ expectations?
When you exceed someone’s expectations, the natural response is for that person to say or think “Wow!” The “Wow!” is automatic and spontaneous.
There have been times when I’ve assigned a project to someone, and it’s come back to me so quickly that I’ve said “Wow!” Other times I’ve listened to someone’s innovative idea, or read an e-mail or memo, and “Wow!” has come to mind.
Go for the “Wow!” as often as you can. It’s a reliable indication that you’re exceeding expectations.
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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