When I pay with a credit card at the pump I expect there to be a receipt. When “see cashier for receipt” comes up on the screen my expectations are not met. My thoughts immediately jump to why somebody so lazy they can’t put paper in the machine. Why is this convenience store forcing me into their store.
When I take this lesson and apply it to my business I want my patients to get what they expect. If I take it further I want my patients to get more than they expected. As my wise sister says, “life is about managing expectations.”