Larry Page (co-founder of Google) is quoted as having once said, “Always deliver more than expected.”
This is very good advice that the difficult conditions around COViD 19 pandemic drove home. Businesses were in tough against competitors all chasing fewer customers in a depressed market. It was a time to stand out from the crowd. It was time to go the extra yard to impress. And one of the ways to do it was to deliver more than expected—more quality and more service. Business survived by delighting customers with more than was expected. The thing is that the end of the pandemic didn’t change customers’ new-found delight—it’s become an expectation. Amazon knows that—you can tell by how they invariably deliver before the promised date.
Take the guy’s advice. He’s apparently worth many billions so we can safely assume he knows what he’s talking about when it comes to dealing with customers.