When we consider the quality of our services, our expectation level can vary.
For instance, when someone says “very good” versus “excellent” job, generally we’re satisfied with either outcome; however, what if I told you “very good” and “poor” are the same because, in the end, they are not “excellent”?
Consider a 5-point scale. When evaluating quality control, the difference is more substantial than you think. As I learned at Disney, people are much more likely to come back or recommend a 5-star “excellent” review over a 4-star “very good” review. The reason being: With a 5-star review, you typically have to do something unexpected for the benefit of the customer; with a 4-star review, you’re just serving up to par with their expectations.
The moral of the story is: Set the bar high and give yourself room to go the extra mile.
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