EXPECTATIONS

Exceeding EXPECTATIONS means doing something better than expected – you have to meet at least what is expected and do it with an unexpected volume, speed, competence, courtesy, commitment, or understanding.

“The first step in exceeding your customer’s expectations is to know those expectations.” – Roy Hollister Williams

But EXPECTATIONS are not realities, they are perceptions – hopes and desires.  And you can influence them so be careful in how you set EXPECTATIONS.  Set them too low and you get little attention (If I told you about a boring movie with no action, no scenic imagery, and an uninspired plot would you want to watch it?).   But set them too high and you end up over-promising and under-delivering.

The best approach is to set realistic EXPECTATIONS, then exceed them – you can do better when you put yourself into it.