If I see one more company mission statement where they say it is “to exceed customer expectation”, I think I will possibly throw up. Everyone is so busy “exceeding customer expectations”, that I’m surprised anyone has time for anything else, let alone making a profit and a living. I had three occasions today where I am actually extremely glad the companies in question did not exceed my expectations too much, otherwise I would have been quite angry. #1 - Apple Stores My expectation with Apple was to be ripped off, their prices being at least 30% more in the UK than they are in the USA, mainly because stupid UK shoppers refuse to shop with their wallets and support them by queuing outside for products they don’t really need but nevertheless want. I am glad they did not exceed my expectation by ripping me off 40% instead. #2 - RyanAir My expectation booking a flight with RyanAir was that by the time I reached the ‘checkout’, my advertised £13.99 flight to Dublin...
On my soapbox again!