The Power of Exceeding Expectations: How Small Actions Can Lead to Big Wins

Standing out in a sea of businesses that offer similar products or services can be a daunting task. But, it's not impossible. In fact, it's quite simple. It's all about providing good customer service and going the extra mile to exceed your customers' expectations. This is the belief of Milton Collins, a customer service expert and Qualified Business Coach who has written a book about it. 

The book, titled "Disrupt, Deliver, Delight: Grow Your Business Using the Power of Small Surprises," took Collins two years to write. In it, he emphasizes the importance of identifying your unique selling point. What sets your business apart from others? Collins believes it's the small things that make all the difference. 

Many businesses fall short when it comes to consistency in delivering good service. Collins stresses the importance of having a system in place to ensure that your product is always delivered or arrives on time, at the right price, with a minimum of fuss. He shares an example of how he used to say that a product would arrive in a week, but would surprise his customers by delivering it well before the deadline. This simple act of going above and beyond impressed his customers and made them feel valued. 

Collins also shares his experience in the hospitality industry, where he and his team prided themselves on extreme customer service. From the moment guests arrived, they were greeted by a team member who knew their name and had a warm conversation with them. This simple act of remembering their names and making them feel welcome surprised guests and set Collins' venue apart from others. 

Collins' team went the extra mile to find out their guests' preferences and made sure to have their favorite foods and magazines available. He shares an example of how they made sure to have dark licorice available for a guest who would only eat that kind. These small acts of kindness made a huge difference in their guests' experience and kept them coming back. 

In his book, Collins talks about different levels of extreme customer service and how to develop your team to provide it. He stresses the importance of understanding people and being passionate about providing excellent customer service.

If you want to learn more about how to exceed expectations and make your business stand out, visit Collins' website at miltoncollins.actioncoach.com. You can order a copy of his book or arrange a time to talk to him about how you can apply these principles in your business. Remember, it's the small things that make all the difference.