Expectations

Recently I heard people complaining that an airline wouldn’t give them an extension to a flight credit.

Those people bought tickets under those rules.

So, they’re complaining because the airline didn’t go above and beyond.

They expected more because this airline consistently exceeded their expectations in the past.

If exceeding expectations is your strategy in business, it’s worth knowing that exceeding expectations becomes the expectation.

I’m not saying don’t do it, I’m just saying we need to be aware that much like trying to be the cheapest, exceeding expectations is a never-ending quest.