Basil Fawltey taught us that hotels run much more smoothly without guests. He wasn’t wrong … and he wasn’t profitable either. Your customers are the lifeblood of your business, yet for too many customers being let down is more common than being delighted.

We’re all guilty of this from time to time, which means if we could more rapidly shift those clients from FAIL to WOW our businesses (and their lives) would be better for it.

In this week’s episode, discover:

– Why exceeding expectations sets us up for failure

– Who’s to blame when that happens (Hint: it’s the customer)

– The common mistake made trying to fix the problem

And learn the simple ‘Expectations’ framework to help you more consistently deliver a ‘Meet-Wow’ experience with your customers.


Originally authored by Jacob Aldridge.