Jerry Del Colliano recently sent out this message, which he titled “Succeed with these Two Words”:
Bruce Lachot and Kent Loo, Scottsdale, AZ dentists are taking their entire office to Hawaii in a few months.They are paying for all their expenses – airfare, travel, meals and are shutting down the office and not charging their staff with vacation time.
It’s not the only time Dr. Lachot and Dr. Loo has done this. Their practice is new age and employee-centric which is why patients love to go to the dentist if that’s possible.
When Dr. Lachot and Dr. Loo’s employees signed on to work for them, they did not know that Lachot and Loo were going to far exceed what most employers do. They wouldn’t have any way to know of their regular potluck lunches where doctors and employees work together to solve problems.
They have exceeded their expectations.
Whenever we exceed customers expectations, they leave happy and return again. Hang out in an Apple store to see this in action.
And it doesn’t always have to be about gifts or money.
Sometimes it is about time.
Spending extra time with a parent or loved one or a friend that needs your ear and devoting 100% of your attention costs nothing but reaps great benefits.We are unstoppable when we put these words on our refrigerators and smartphones: exceed expectations.
As I’ve noted before, Jerry has been a radio station program director, publisher of a radio industry newsletter, college professor and now is a media consultant.
I’ve been invited to join a group of experienced broadcasters on an evening in March at the Temple University School of Communications – a school from which Jerry graduated – mentoring students who seek a career in broadcasting or journalism. My advice to them will be to simply do and deliver more than expected of you, more than you need to do to satisfy your superiors, to use every ounce of ability to deliver the best product or service possible … that’s what leads to success in life!
