Extract from the Bella Italia waiter training manual:
SECTION TITLE: EXCEEDING EXPECTATIONS
1) Think about your worst ever experience as a customer. How did it make you feel? Did you ever use that company again?
I WRITE: Bad. No.
2) What do you think we mean by 'Exceeding expectations'?
I THINK: Is this some kind of provocative Magrittean language game?
I WRITE: Nothing. I become so baffled from this point onwards that I genuinely can't muster any kind of response.
3) Pretend I don't understand 'exceeding expectations' and explain it to me so that I could go away and deliver it.
4) Do we have a manual on how to exceed expectations? If not, why not?
5)Who benefits when expectations are exceeded?