Word Of the Week #35: Expectation

April 21, 2009 by  

Expectation: the act or action of looking forward to something.

When was the last time someone anticipated your needs and exceeded your expectations? To me, that’s as good as it gets!

I had the most wonderful experience last week. I had the chance to travel to Cuba. I had no idea what to expect. I was going for the experience. A lot of what I experienced was rather depressing. But in light of that, I had one experience on exceeding expectations that so moved me, I had to share it with you.

When we checked into our hotel in Havana, the maid had left us a note welcoming us. With my all my travel, I have stayed in hundreds of hotels over the years, and this has only happened to me a few times. Exceeded my expectation? Yes. But what really moved me, was the note I received on the second day. It read:

Hotel in Havana

Hotel in Havana

Good Morning!
I wish you a nice stay
in our hotel, your home in
Havana.
“Dance every single day
even, when sometimes you
are dancing only in your
thoughts”
Your Maid
Mavy
Sweet Dreams

Now that was a WOW for me! And way exceeded my expectations!
First of all, her penmanship was beautiful and her English pretty darn good. It became apparent that all of the maids left notes by the end of my stay, recieving a different one every day. The last note, from Yameisy, bid me a fond farewell and her last line read,

“the best things in life
are laughter, and the
love of a friends.”

That one pushed a button too, since I love to laugh and have such wonderful friends in my life! What can you do to anticipate and exceed your customers, guests, members (and loved one’s for that matter) expectations this week?

Reader Responses

“Excellent – this week. But did you tip her?” — Jim Moore

The answer is, “OF COURSE I DID!”

“”The minimum you expect is the maximum you will get.” –Robert D. Rutherford, Ph.D. – Negotiations expert and trainer

“I love to be pleasantly surprised by having something exceed my expectations. My expectations are usually based on the information I receive, whether it be negative or positive. I do my best to make sure that my clients receive enough information to have positive expectations of my services and ability to serve them, but always strive to exceed those expectations.  I had a similar experience to your in Cuba, when my husband and I took our first trip to Cancun. We stayed at a Palace Resort, which absolutely exceeded our expectations. Just as you experienced in Cuba, the maids left notes in our room, surprised us each night by folding towels into the shape of different animals, and the staff did their best to anticipate our every need. Unfortunately, the downside to having your expectations met and exceeded, is the fact that now we are spoiled . . . and anything less would be a disappointment. My goal is to meet and exceed my client’s expectations to the point that everyone else would be a disappointment.” — Terry L. Green

“As always, you make my day! Thanks Susan.” –Donna Kendrena

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