exceed expectations: The Myth of Excellence revisited - 01/21/10 04:45 PM
A couple of years ago I blogged about a book I'd read. Over the past couple of weeks I've been reminded of that book several times.
People I've been talking with have expressed their interest in achieving, concern for achieving, and/or self-contempt for their failure to achieve excellence in all areas of their business and life. So much so that I thought it would be worth repeating what I wrote before. But before I do that, let me give you one example - from another industry, unrelated to Real Estate.
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I found a new Optometrist a couple of weeks ago. … (4 comments)
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exceed expectations: The Myth of Excellence - 02/19/08 06:32 AM
Yesterday I wrote about Exceeding Expectations versus Meeting Needs. I proposed that we should first and foremost focus on discovering and meeting the needs of our clients.
Today I want to talk a little bit more about exceeding expectations, but more from the perspective of trying to achieve excellence in every area of our businesses. I should "warn" you - this will be more of a book review than my own independent thinking.
A while back I read the book, "The Myth of Excellence" by Crawford and Matthews. The authors set out to research and write a book on excellence in business. Their hypothesis … (11 comments)
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exceed expectations: Exceeding Expectations or Meeting Needs - 02/18/08 02:00 PM
I was just reading this blog entry by Lisa Spalding and it got me thinking...
What are we focused on trying to do? Exceed expectations? Or Meet needs?
What, if anything, is the difference?
I believe we should forget about trying to "exceed expectations" and put the vast majority of our energy into "merely" meeting needs.
I say that, because I firmly believe that people's expectations have been so reduced, that if we truly meet our customers' needs, we will exceed their expectations.
People are used to being disappointed. They're used to companies over-promising and under-delivering.
Think about it a moment. What's the slogan for your favorite … (8 comments)
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