This is Alpha, the first-born, when he was 2YO.
This is Beta, the second-born, when he was about 2YO.
This is Gamma, the third-born, when he was about 18MO.
Exceeding Expectations
Oct
3
2013
Transcript:
Telephone handset: Hello, and thanks for calling Paul’s Appliance Repair, where we exceed your expectations. How can we help you?
Lady: Yes, my washer stopped working. Can you come take a look at it?
Paul’s: Sure, we can be there in 10 minutes.
Lady: Wow, you got here fast!
Paul’s: Yes ma’am – we try to exceed your expectations.
Paul’s: Okay, it’s fixed now.
Lady: Wow, that was fast too.
Paul’s: Yes ma’am – we try to exceed your expectations.
Lady: How much do I owe you?
Paul’s: $500. That’s $250 for the service call and $250 for parts and labor.
Lady: I was expecting to pay around $200.
Paul’s: Yes ma’am – we try to exceed your expectations.
Lady: I knew there was a catch.
I never really liked the phrase “exceed your expectations”. In general, I prefer not to have surprises. I want to know what to expect and then I want those expectations fulfilled.
It’s nice if you can do better than forecast, but don’t surprise me with it.
“Good news, sir. We were able to fix your car two days faster than the initial estimate of six days!”
“Why is that good news? I’m out of town and won’t be back for another two days – right when my car was supposed to be ready. I hope you didn’t have to work any overtime to finish it sooner.”
The car owner might sound grumpier than he needs to sound, but I hope you get the point – surprises are not always good. In the service industry, your goal should be to make the customer happy, not to exceed his expectations. Maybe exceeding his expectations is one way to make him happy, or maybe understanding his expectations and meeting them is another way, or maybe clearly defining what you will accomplish so that his expectations are correct is another way.
Behold, your expectation is false; Will you be laid low even at the sight of him?
Job 41:9
This little article thingy was written by Some Guy sometime around 6:25 am and has been carefully placed in the Marketing category.
October 3rd, 2013 at 8:36 am
In this day and age, simply doing what you said when you said it is exceeding expectations.