Blog: Exceeding expectations

Catherine Sleep | 22 July 2004

Don’t you get a kick out of it when someone exceeds your expectations? Whether it’s a colleague who goes the extra mile to cover your patch while you’re on holiday, or a friend who presents you with an inspired gift, people going above and beyond the call of duty is thrilling.

And that thrill factor isn’t a feeling I readily associate with fastfood restaurants. On the rare occasion that I stop by at one, it’s pretty much an in-and-out experience. If it does what it says on the tin and doesn’t take too long, I’m satisfied.

But when there’s so much competition about, superlative service is the way to create a USP and customer loyalty. Imagine rocking up at a fastfood joint on a rainy day and being met at your car by an umbrella-wielding knight in shining armour just desperate to escort you to the restaurant door in the dry? You’d go back just to see if it could happen twice, wouldn’t you?

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