In American service culture, meeting expectations is the minimum — the goal is to exceed them. Going above and beyond, doing more than what was promised, surprising the client with something extra — these are the markers of genuinely good service. Adequate service that delivers exactly what was specified and nothing more is considered acceptable but unremarkable.
Americans admire service providers who find ways to deliver more than expected, who anticipate needs before they are expressed, and who demonstrate commitment through actions that go beyond the defined obligation. When serving American clients, look for opportunities to exceed what was agreed. Small gestures of extra effort — a faster timeline, an additional insight, a thoughtful follow-up — register powerfully. Americans notice and remember when someone did more than they had to.
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