Exceeding customer expectations is not as beneficial as this article suggests. In fact, in a 2013 study undertaken by Gartner / CEB involving 97,000 customers, researchers found that there was virtually no additional loyalty benefit where organizations go the extra mile and attempt to “delight” their customers by exceeding expectations, compared with organizations that simply meet the customer’s expectations (e.g. by resolving their issue in an effortless way). But trying to exceed customer expectations costed an additional 10-20% in operational expenditure. In other words - don’t try and exceed expectations (it will cost you a lot more for little gain); just meet your customer’s expectations and that’ll be enough.

Exceeding customer expectations is important because it can help create a positive and memorable customer experience. When customers have a positive experience, they are more likely to become repeat customers and recommend your business to others. In addition, exceeding customer expectations can help differentiate your business from competitors. In today's competitive market, businesses need to find ways to stand out and provide value beyond just the product or service they offer. Going above and beyond to exceed customer expectations can help create a competitive advantage.

In a service industry, it is important to know your customers. Every customer has a different expectation, so by getting to know and understand your customer, you can learn how to meet and exceed their expectations. You may have a customer who is a stickler for time and another who is easygoing, or a customer who is very house proud or another that likes to chat. Each one you can meet and exceed their expectations by planning the day, choosing the right person to attend, adding a little something extra to their call. None of this costs your company any extra, but it will profit your company.

One of the best ways to exceed customer expectations is to be provide support and be of service even when they are not your current customer. Recently, I had a past customer who reached out to me because they couldn't reach who they needed at the company I was working for at the time of their need. Within an hour, I had located their point of contact and the solution they needed was in motion. I had nothing to gain, but it was still very rewarding and greatly appreciated!

One key is to understand what level of your organization does/ can do what. Then leverage that knowledge by becoming an advocate for your customers without the normal department or job role restrictions. Be the one who busts the boundaries of what normally can be done and customers will be bound to you like glue ! By the way do you make networking within your organization a priority ?

I have one motto that I always live by. I do not want a customers business ONE time, I want it EVERY time. It's is all about listening, building rapport quickly, and meeting the customers needs everytime. And then some. With all of ways we have to communicate, quick communication is great and much easier to do. The customer will always know that their needs are being addressed quickly. If the customer feels like they are your only customer based on your quick communication and follow up you got yourself a customer for life. Thats the goal you want to meet with every customer.

As a shift leader in numerous service jobs, I have always found that it truly is the little things that count. I always try to be observant of little details about a person and try to start small talk based on that. I call this "connecting the dots". For example, when I was working at Topgolf and I got an ID from a certain state, I'd ask them what brings them to Ohio. If I had a table with a group of kids, I would try to make them an integral part of the safety procedures and maybe try and grab a sweet or two from the kitchen. If someone came in wearing a certain jersey, I'd talk to them about their team. I always found this approach made my customers happier to be there and (for my benefit) happier to tip more!

Spot on, I always try to put the customer at ease, by explaining the service being provided and what they can expect for results along with when we will return as well. Remove all doubt.