To me this means that I will do whatever it takes to ensure that every client and vendor is raving about our program and people. If that means I have to do some extra research, stay late or work weekends I will, and to be honest with you it makes a world of difference.
Last week, my wife and I had to take our 5 month old to the hospital as he was having trouble breathing. You can imagine the panic, confusion, and stress that we both were feeling when you don’t know what is wrong and you are relying on someone else to fix it. I must take my hat off to the staff in the paediatric ward, not only did they provide a level of care for my son, but they went above and beyond my expectations by understanding that we were beside ourselves and went the extra mile by not just telling us what was wrong with him but also taught us about his condition, gave us suggestions on how we can improve things at home, explained all medications and demonstrated how to administer them.
Just when I thought they could not do anything more, the paediatrician gave us his personal number to call him, as he was on rotation for the next three days after we were discharged, WOW! Talk about exceeding my expectations, it definitely made our anxiety levels come from about a 10 to normal.
I share this with you so that the next time you have the opportunity to go exceed expectations think of how it will affect your client. Our goal here is to create raving fans, and by going the extra mile and continue to exceed expectations, I believe we have and will continue to do so!
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