June 25, 2012
A Dazzling service experience is never created when people get what they EXPECT. Give ‘em what they expect; they will be satisfied and will give you a ‘C’ on your Service Report Card.
A household move from Vancouver to Toronto on-time, on-budget with nothing damaged.
A friendly server at your favorite restaurant.
Food that is ‘good’.
A clean hotel room.
A flight that leaves at the promised time and lands WITH your baggage.
A financial plan that delivers the intended benefits.
Fixing a service blunder made by your local retailer.
No big deal. After all, you expect these things. And when they are delivered you are not WOW’d.
If you want to Dazzle someone, you have to do something they DON’T EXPECT
With a SPONTANEOUS Act.
A RANDOM Act of Caring.
It’s not about “Exceeding Expectations”.
It’s about NOT meeting Expectations whatsoever.
Spot on as usual Roy… Now that’s what I call truly being of service!
Comment by Sharon Eden on June 25, 2012 at 1:59 pm.