Ever notice that good customer service isn't nearly as memorable as bad customer service?

When you get together with your friends on the weekend and the topic of your recent shopping experiences come up, what do you talk about?

Is it… "The clerk at the store was really polite"?
Or… "The staff was rude and overcharged me"?

Very likely, the second one. After all, as consumers we expect that our satisfaction is the baseline. Anything below satisfactory is noteworthy in how bad it is.

Then, on Monday we return to our business and what happens? We strive to only achieve the baseline of satisfaction in our customers. I think we should strive to exceed expectations! We should try to surprise our customers! Here's an article about the danger of satisfying customers:

Why Good Service Isn't Good Enough