It never used to be an expectation that you would surprise and delight.
No one expected you to give a special thank you during the middle of a meeting with everyone else around.
No one expected you to over-deliver on your promise as a brand.
They simply expected you to do what you said you would, to at least show up, to follow the itinerary.
No more.
Now they expect the unexpected. They wait with bated breath for that special touch, that extra turn of phrase, that additional apology or praise.
Stay Positive & Work The Unexpected In
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Garth Beyer is a Certified Cicerone®, Senior Content Specialist at Encompass Technologies, owner of Garth's Brew Bar and a Madison-based freelance writer.
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