Every human being on the planet wakes up with an expectation. This may be unconscious, but if you imagine someone in a hospital bed, someone in a happy marriage, someone in an unhappy marriage, a child in a war-torn country… every one with the mental faculty to do so wakes up with an expectation.

When people get LESS than what they expect, they are unhappy.

When people get EXACTLY what they expect, they are satisfied.

When people get MORE than what they expect, they are happy.

There isn’t really any “loyalty” in business without a tremendous amount of bonding. A Client may love your Business, but if for any reason you don’t meet their expectations, they tend to look for alternatives. The best thing you can do as a Business Owner to create loyalty is to CONSTANTLY keep your Clients in a HAPPY state.

If you go to a fast-food chain like McDonald’s and order a burger, and the burger is handed across the counter to you in a bag and the service representative barely acknowledges you, it doesn’t really matter most of the time.

BUT, if you go to the Four Seasons and pay $34 for a hamburger, and they don’t say ‘Thank You’ when they give you the check, you have a different level of expectation. When anyone is upset, at some point they had a level of expectation tied to the specific business, product, or service.

Here’s an interesting example worth thinking about: Imagine hiring a personal trainer and they let you off the hook. Your expectation would likely be for them to DRIVE YOU even if you get upset about it. Why? Because you want a RESULT (in this case, in the gym). Expectation is about FEELINGS, and your Client’s feelings are valid.

When you really care about your Client’s future, and you want to help them, you look for the best way to guide and direct their thinking, in the midst of feelings, to help them. You don’t want to ignore or put down their feelings, and you want to help them reach their bigger, better future.

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P.P.P.S. If You Or Someone You Know Is Struggling With Addiction, visit www.GeniusRecovery.org/Vision-Letter
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