Expected is just the average

Expected is nothing special. It's the average, the usual, the norm. This is the taxi driver who knows the address but makes no effort to welcome you to town. It's the train that arrives on time. It's the photographer who takes your passport photo but does nothing to adjust the lighting. This is the museum with artifacts but no engaging narrative or unusual exhibits. It's the website that welcomes your order, but only if you live in the USA.

Are you doing the same as everyone else? Are you nothing more than expected?

Expected products and services

• The product does what is supposed to do. It performs according to standard specifications.
• The product is properly package and the instructions are clear. Questions are answered by studying the operating instructions or the enclosed user's manual.
• The price is on par with the industry average. No special terms are offered or allowed.

Expected delivery systems

• The correct product arrives at the right location, at the right time.
• The delivery personnel are efficient. They know how to handle installation without any problems.

Expected service mindsets

• The staff make eye contact and say "Hello" when they greet you. On the telephone, they identify themselves by company an by name.
• Staff say "Thank You" at the end of your transaction. They are willing to help if you have questions.

Expected relationships

• The company keeps track of who you are and what you've purchased. If you have any questions in the future, they will be able to review your order.
• If you are big customer, the company sends you a holiday card at the end of the year.