Create the WOW in customer experience

Jacob Aldridge

[ Blackboard Fridays Ep. 51 ]

Basil Fawltey taught us that hotels run much more smoothly without guests. He wasn’t wrong … and he wasn’t profitable either. Your customers are the lifeblood of your business, yet for too many customers being let down is more common than being delighted.

We’re all guilty of this from time to time, which means if we could more rapidly shift those clients from FAIL to WOW our businesses (and their lives) would be better for it.

In this week’s episode, discover:

– Why exceeding expectations sets us up for failure

– Who’s to blame when that happens (Hint: it’s the customer)

– The common mistake made trying to fix the problem

And learn the simple ‘Expectations’ framework to help you more consistently deliver a ‘Meet-Wow’ experience with your customers.


Take 5 minutes each week to focus on your business instead of dealing with the demands of working in it.

Blackboard Fridays

Originally posted at

About Jacob Aldridge

Over the past 12 years, more than 300 active growth businesses in Australia, the UK, and Asia-Pacific have worked with Jacob in his role as an international business coach, partner and advisor. As Director of Advisory at businessDEPOT, Jacob continues to work one-on-one with SME businesses and principals, specialising in Real Estate businesses, while also leading the development of the Strategic Advisory services across Workshops, Group Programs, and Online business guidance.

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