Exceeding Customer Expectations

As I referenced in the last blog post, John Maxwell told me several years ago that just five percent of the people we interact with are willing to put in the effort to truly EXCEED what’s expected of them. With the regulations we’ve seen in place over the last several months due to Covid, many businesses in the service industry have taken quite a hit. Times like this make it even more important to have a culture where each team member is willing to be in that five percent!

But before we can EXCEED anyone’s expectations, we need to have a clear understanding of what they really expect from us! And in many cases, we need to take responsibility for setting clear expectations of what they should expect from us... 

Cindy and I were recently on a Zoom call with Jeff Henderson, author of Know What You’re FOR, where he challenged us to consider three seemingly basic but extremely important questions:

  1. What do you want to be known for?
  2. What are you known for?
  3. Do...
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