超越期望
By Robert J. Tamasy
做生意的人常常會希望用最低的成本，創造最大的利益，因此在面對客人、供應商甚至員工時常不願意多走一哩路。但是，這樣的想法是很短視近利的。這是自我為中心，而不是以他人為中心。
不過，令我高興的是，我曾經和很多公司合作過，他們採取了相反的商業模式，表現「超乎預期」，提供比他們合約中更多的服務，讓每位客人都有令人難忘的經驗，以至於下次還想再和他們做生意。也因為他們用這樣的方式提供服務，「滿意的客戶」常常會建議和推薦其他人來使用他們的服務。
最近，我和妻子參加為期11天的義大利團體旅行，遊覽當地許多美景。這真的是「超乎我們預期」的經驗之一。其實我們以前住過的一些酒店更好，這趟旅行也並非完美，但是整體表現卻非常出色：我們乘坐的汽車是新的和舒適的；司機是一流的；我們旅遊的每個停靠站都經過精心挑選，讓我們充分體驗義大利的生活和文化，特別是對於第一次來義大利的人。
我不知道旅行社知不知道他們的旅遊遠遠地超出了我們所預期的。但是這讓我想到了耶穌給我們的教導：「所以，無論何事，你們願意人怎樣待你們，你們也要怎樣待人，因為這就是律法和先知的道理。」（馬太福音7章12節）。
不久前，我的幾位朋友在談論他們在當地餐廳的不同經歷。例如，當用餐訂單明顯不對的時候，服務人員只是回答說：「好吧，我不知道你希望我做些什麼？」哇！如果是你，你會想再到那家餐廳嗎？
另一位朋友的經歷則非常不同，他和他的妻子多次在一家餐廳吃飯，讓一些服務員認出他們，並記住他們的用餐偏好。這種服務超出了他們的期望，他們不但成為忠誠和頻繁的客戶，也大方地用小費鼓勵服務員的優質服務。
在和他人做生意時，會讓我們記憶猶新的有兩件事：令人難忘的好，以及令人難忘的糟。如果我們想要別人建立持久的關係，你不覺得「令人難忘的好」是比「令人難忘的糟」為更好的選擇嗎？在羅馬書13章8節、加拉太書5章14節以及雅各書2章8節當中，聖經教導我們要「愛人如己」。世界上大概沒有比這個誡命更大、更重要的了。
對在商場上做生意的人來說，賺錢很重要，提供一流的服務也很重要。但最重要的是，如果我們愛自己的「鄰居」也就是我們的客戶、供應商、以及和我們一起工作為我們工作的人， 利潤和增長幾乎肯定會隨之而來。
如果我和我的妻子決定去另一個國家旅遊，那麼你可以很確定的是，我們會很快考慮就那家超過我們預期的公司。我們的旅行對我來說是一個很好的提醒：「我要努力超越他人的期望。」
© 2018. Robert J. TamasyIt 是企業巔峰: 給今日職場從箴言而來永恆的智慧 一書的作者。也與導師之心的作者David A. Stoddard 合著Tufting Legacies。編輯多本著作包括Mike Landry. Bob的書: 透過苦難成長。Mike Landry. Bob的網站為www.bobtamasy -readywriterink.com, 他的雙週部落格為: www.bobtamasy.blogspot.com.
反省與問題討論
請分享有人超越你期待的經驗？他們做了什麼特別的事情？ 他們是如何做到的？ 為什麼真正致力於超越客戶期望的企業似乎很少見？ 你自己的工作方式和你在職場上使用的方法如何：你是否更傾向於做最低限度的滿足要求，或者你會設立一個目標，不僅要達成，還要超過這個目標？ 您認為努力超越期望的態度會帶來長遠利益嗎？這種方法有不利之處嗎？如果有，你認為是什麼？
如果您手上有聖經，希望知道更多關於這個主題的經文，請參考：
箴言3章27-28節
3:27 你手若有行善的力量，不可推辭，就當向那應得的人施行。
3:28 你那裏若有現成的，不可對鄰舍說：去吧，明天再來，我必給你。
箴言11章25節
11:25 好施捨的，必得豐裕；滋潤人的，必得滋潤。
箴言16章7節
16:7人所行的，若蒙耶和華喜悅，耶和華也使他的仇敵與他和好。
馬太福音22章34-40節
22:34 法利賽人聽見耶穌堵住了撒都該人的口，他們就聚集。
22:35 內中有一個人是律法師，要試探耶穌，就問他說：
22:36 「夫子，律法上的誡命，哪一條是最大的呢？」
22:37 耶穌對他說：「你要盡心、盡性、盡意愛主─你的 神。
22:38 這是誡命中的第一，且是最大的。
22:39 其次也相倣，就是要愛人如己。
22:40 這兩條誡命是律法和先知一切道理的總綱。」
路加福音6章31節
6:31 你們願意人怎樣待你們，你們也要怎樣待人。
使徒行傳20章35節
20:35 我凡事給你們作榜樣，叫你們知道應當這樣勞苦，扶助軟弱的人，又當記念主耶穌的話，說：『施比受更為有福。』」
THE VIRTUE OF EXCEEDING EXPECTATIONS
By Robert J. Tamasy
Often people in business deal with a temptation to do the bare minimum, to satisfy the requirements but not go the “extra mile” in serving the customer, the supplier, or even the employee. Such thinking, however, can be very short-sighted. Not to mention self-centered, rather than others-centered.
Contrary to this type of approach to business, I have been delighted to work with a number of companies whose expressed desire and goal is to “exceed expectations.” They want to be certain to do more than they had contracted to do. They want each customer”s experience to be so memorable that they will be eager to do business with them again. Not only that, but to provide services in such a manner that “satisfied customer” recommendations and referrals would be virtually guaranteed.
Recently my wife and I took part in an 11-day group tour to many parts of Italy. It was truly one of those “exceeded our expectations” experiences. It wasn”t perfect; some of the hotels we stayed in were better than others. But our guide for the entire tour was exceptional; the motorcoach in which we rode was new and comfortable; the driver was first-class; and each of the stops on our tour had been carefully chosen to provide a broad cross-section of Italian life and culture. Especially for first-time visitors to Italy.
I do not know if the tour agency had this in mind, but a commitment to exceeding the expectations of whomever we happen to be serving – customer, supplier or employee – is reflective of Jesus” admonition that we should, “in everything, therefore, treat people the same way you want them to treat you” (Matthew 7:12).
Not long ago several friends were talking about their differing experiences at local restaurants. For one, when the meal order was clearly inaccurate, the worker simply responded, “Well, I don”t know what you expect me to do about that.” Wow! Would that motivate you to return to that restaurant?
Another friend had a very different experience, however. He and his wife had eaten at another restaurant several times, enough for a particular server to recognize them and remember their dining preferences. This type of service, which definitely exceeded their expectations, has made them loyal and frequent customers – ones that reward their good service with generous tips.
In doing business with others, it is easy to become memorable: memorably good, or memorably bad. If we want to develop lasting relationships, “memorably good” is always the better option, don”t you think? Several places in the Scriptures, including Romans 13:8, Galatians 5:14 and James 2:8, we see the admonition that we are to “love your neighbor as yourself.” It is doubtful that we could conceive of a greater core value than that.
Making a profit is important. As is staying in business and growing the business. Mastering our craft is essential. But if we are loving our “neighbor” as ourselves – our customers, suppliers, and those who work for us or with us – profits and growth are almost certain to follow.
If my wife and I ever decide to take tour another country, you can bet we will be quick to consider the company that unpretentiously succeeded in exceeding our expectations. And keeping our recent trip in mind is a good reminder for me to strive to exceed the expectations of others.
© 2018. Robert J. Tamasy has written Business at Its Best: Timeless Wisdom from Proverbs for Today”s Workplace; Tufting Legacies; coauthored with David A. Stoddard, The Heart of Mentoring, and edited numerous other books, including Advancing Through Adversity by Mike Landry. Bob”s biweekly blog is: www.bobtamasy.blogspot.com.
Reflection/Discussion Questions
Describe the last time someone exceeded your expectations? What did they do that seemed so exceptional – or how did they do it to make such a positive impression? Why do you think it seems so rare to find a business truly dedicated to surpassing the expectations of their customers? How about your own approach to work and those you encounter in business: Are you more inclined to do the bare minimum to satisfy requirements, or do you have a conscious goal of not only meeting expectations but also exceeding them, if at all possible? What do you think is the long-term benefit of having an attitude that strives toward exceeding expectations? Is there a downside to this type of approach to business? If so, what do you think it is?
NOTE: If you have a Bible and would like to read more about principles it presents, consider the following passages: Proverbs 3:27-28, 11:25, 16:7; Matthew 22:34-40; Luke 6:31; Acts 20:35
