I don’t want to give anything away, which means I probably
will, but episodes eight and nine of “Instant Hotel’s” Season 1 are seriously
hilarious. You might have to watch from episode six to get a feel for the
characters and allow the comedy to build, but I haven’t laughed that hard in a
couple of months. (That’s your spoiler alert.)
Managing expectations in any endeavor is so important to
customer and experience satisfaction. There are few companies that get it
right. Disney, somehow, is able to deliver on sky-high expectations. Marvel
movies have also done it consistently. DC movies weren’t able to satisfy
expectations until movie goers started expecting bad movies and got decent
ones. Otherwise, even in customer-oriented businesses, it’s a crap shoot. Under
promise and over deliver should be your mantra, the problem is that people
expect you to over deliver. If you just meet expectations, it isn’t good
enough.
You need to be able to talk up your product, service or
experience enough that people are interested in it and willing to take a chance
on it, but not so much that people expect gold plated toilet seats and
unicorns. It’s a fine line that requires honesty without bragging and still
needs to feel positive.
(Seemingly unrelated detour, but stick with me. I’m not
promising it will make sense, but it will be interesting.) It’s hard to see
bald eagles at rest in the wild unless you know what you’re looking for. Part
of the reason for this is because people expect it to be easy to spot a white
head against a dark background. So, instead of looking for the heads, they look
for the other parts of the eagle that blend into the background trying to see
the full form of the bird.
When I moved to Alaska and went on my first camping trip on
the Kenai during salmon season, the more experienced guy on the trip pointed at
a tree and said, “Look at all those bald eagles.”
I looked at the evergreen tree and didn’t see a single
eagle. I thought he was playing a joke on the cheechako (me). “Where?”
“In that tree.” He pointed to the same tree. “Do you see
them?”
“No.” I shook my head.
My newbie friend leaned over and whispered, “Look for the
golf balls.”
It was like a veil had been lifted. My jaw dropped. I
uttered an exclamation of awe as the tree lit up with what looked like hundreds
of bald eagles. From that moment on, I knew how to spot bald eagles in trees
and could see them easily.
So, a couple years later when my mom came up to Juneau, I
knew she would want to see bald eagles, and that seeing them could be
problematic. There are a lot of bald eagles in Juneau, but they are less
visible when the salmon aren’t running. There was one place where it was easy
to find bald eagles, so I told my mom I was taking her to see a lot of them.
However, the place where they hung out wasn’t going to be very majestic. It
would stink if the wind was blowing inland, but there would be eagles there.
Properly prepared, we went to the city dump, and there were
so many eagles. I was even able to tell my mom about the golf ball trick pointing
to a nearby tree.
Mom had a great time looking at the eagles and laughing about
how they weren’t so majestic when they were eating garbage. Had I told her we
were going to a nutrient-enriched environment that acts as a sanctuary for the
eagles when food is scarcer, her reaction to the dump may have been a but
different. She would have been at least disappointed, even if she had fun.
When the “Instant Hotel” guests are overly critical at their
hotel stays, they set themselves up for a downfall. If they have such high
standards and can point out all the flaws of an instant hotel, their hotel must
be immaculate and so much better. Don’t talk up your property or degrade others
even if it really does deliver on what you think.’
Managing expectations is a key to success. It’s about being
honest with yourself, your guests and your customers. When you can provide a
little extra, you should, but don’t set the extra up as an expectation.
If you’d like to read more about Alaska, get the coloring book “There Are No Penguins in Alaska.”