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Exceeding Expectation
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Exceeding Expectation

There was a great story I once heard regarding the someone exceeding expectations. A conference was being held in a Singapore Hotel for customer service personnel. It was a gathering of people in the service industry from all around the world. The timing of this conference happened to place it during the time of the American sport of baseball and it's world championship series.

Most sports enthusiasts and others recognize know it as the World Series. A grand spectacle to say the least which pits the championship team of the American League against the championship team from the National League. Baseball fans look forward to this seven game series each year, especially if their own favorite team is playing.

This particular year the World Series was being played between the National League champions, the St. Louis Cardinals and the American League champions, the Boston Red Sox. Many of the corporate presenters at this Singapore conference were from Boston. You can certainly imagine the excitement and frustration of these particular fans. The Boston Red Sox had not won a World Series up until this time in over eighty-six years, so enthusiasm was high.

Singapore is twelve plus hours ahead of Boston and any baseball game starting at 5:00 P.M. Boston time would mean a 5:00 A.M. starting time the next morning in Singapore. Many of the Boston folks had asked the hotel if something could be done. The request was simple, could a television be set up in a small conference room so fans could gather together.

Simply provide or go beyond expectations.

The hotel agreed to set up a room for people to gather in. A large screen television, chairs and snacks were provided for those watching the game. But it became quite apparent that the length of the games were going to run long and interfere with the conference schedule. It also made watching the game so early in the morning difficult to attend the conference sessions.

The hotel manager quickly responded seeing the situation and offered to record the game so that folks could watch the game at the end of the conference day. That next evening, the hotel manager announced to all participants that a large room on the second floor was set up for those wanting to watch the recorded game. Many expected the same setup with a television and some snacks.

To everyone's surprise and delight, a very large television screen, large sofa chairs and were neatly placed in great view of the television screen There were hot dogs, hamburgers, sodas, pretzels and all of the food one would expect in a ballpark. The hotel had gone so far as to hang pennants all around the room with pictures of all the ball players. They went well beyond a simple request and responded with something much more. An expectation was far exceeded and resulted in some very happy people. At least the Boston folks were happy.

Something more.

One of the people attending the Singapore Hotel World Series party was a senior vice-president. He was so impressed with this level of customer service, the next year’s conference for that area was agreed. The hotel had won the conference business for nearly fifteen hundred people to be in attendance the following year. A simple act of exceeding an expectation.

You can also go above and beyond in everything you do. When you do more than someone expects without expectation of anything in return, many times you will be rewarded almost immediately. When you do more than someone expects, the long term impact will result in great things.

Develop the idea of exceeding expectations as habit and you will see an increase in favor for yourself, for your job and for your business. Set a mark and than out perform it.

Stay inspired my friends.


Street Talk

What a great story... and well told by you. Thanks for sharing. :v)

Reply
  about 7 years ago

great story Joseph

Reply
  about 7 years ago

Joseph these are such wise words. Very much enjoyed your article. We were discussing customer service just today. One of the greatest ways we can stand apart is to build helpful relationships with our clients. I work part time in retail shoes and think the secret to many of my sales is simply listening and chatting with my customers. It builds relationship and rapport... not to mention bringing great joy to us both.

Reply
  about 7 years ago

Mr Joseph Primm, the expounder of wise advise, a lovely example of how to do something right. An insiping story that needs to be shared with many an institution world-wide. It is incompetency that is creeping into business today that lacks the "way and beyond" attitude of yesteryear, so many involved in the service providing industry have forgotten who is the paying customer. Great articles, I always enjoy them.

Reply
  about 7 years ago
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