There are 3 possible outcomes from any interaction with a customer:
- Fall short of their expectations – which we know is unacceptable
- Meet their expectations – which is also unacceptable (more on that later)
- Exceed their expectations – which, of course, is the only acceptable outcome.
Why can’t we just meet their expectations?
On the surface, meeting someone’s expectations would seem to be a fine outcome. I disagree. Read More