The Unexpected Extras #087

<blockquote> <p><strong>“In order for the business to thrive, we had to exceed our customer’s expectations, not merely meet them.” — Brian Buffini</strong></p> </blockquote> <p>One of the many lessons Brian Buffini learned working for his family’s decorating business when he was growing up in Ireland was to do more than you’re paid for. Surpassing customers’ expectations often led to happier customers and more work. In this episode, Brian shares eight timeless tips for exceeding customer expectations with the unexpected extras. The principles are timeless and can be incorporated by anyone at any level of their career. You’ll learn why a positive attitude can make all the difference, the top complaint of unhappy customers and how to avoid it, and why following up is important to building strong client relationships. By the end of the episode, you’ll be equipped to exceed your clients’ expectations.</p> <p> </p> <p><strong>Inspirational quotes from today’s interview:</strong></p> <p>“Energy begets energy and positivity begets positivity. Bring both to your interactions and you’ll create good feeling wherever you go.” — Brian Buffini</p> <p>“Nothing is so contagious as enthusiasm.” –Samuel Coleridge</p> <p>“A smile costs nothing, but it makes a huge difference.” — Brian Buffini</p> <p>“Giving people good energy is an unexpected extra that helps you stand out amongst the competition.” — Brian Buffini</p> <p>“No wonder we respond well when people make eye contact with us. It suggests that they are listening, that they are present to us and that they are taking us in. It suggests that they care about us.” —  Michael Ellsberg</p> <p>“Gratitude is great attitude.” — Zig Ziglar</p> <p>“Politeness is a sign of dignity, not subservice.” — Theodore Roosevelt</p> <p>“Seek first to understand, and then be understood.” — Stephen Covey</p> <p>“A good listener is not only popular everywhere, but after a while he gets to know something.” –Wilson Mizner</p> <p>“Remember that a person’s name is to that person the sweetest, most impo