Great Expectations
This past Saturday Eli Kirk had Lagoon day and the whole office went to the amusement park. Several of the roller coaster rides were awesome and others were just lame, they weren’t what I expected. What made the difference? How they met my expectations. The mantra of my boss is “manage expectations”. Manage expectations? What a strange phrase. What does it mean? Well, it means exactly what is says.
A large portion of the excitement and pleasure we have is based on expectations. Think about it. Roller coasters are exciting because of what we expect right after the top of that initial big hill. TV shows and movies’ successes hinge on expectations, will Sandy find out that Greg her lover is really her long lost cousin. Much can be done to build expectations for what might happen. However, the difficulty in managing expectations lies not in the build up but in the delivery. Delivering on promises and going above and beyond to exceed expectations; these are the things that bring pleasure, and in the world of business leave costumers deeply pleased with your product or service.
When we manage expectations we are doing whatever it takes to let customers know that they will be taken care of and have a great experience with us no matter what happens. It might be a crazy ride, but it will be a good one.
Brandon Jeppson
