I am absolutely saying be prepared to be shocked at how high the customers' expectations really are, but your second question leads me to believe you misunderstood. Companies like FedEx DON'T have greater expectations, but they deliver and perform well beyond what most other companies do, creating the higher expectation for you and me. Doing the job right the first time doesn't cut it any longer if you're doing the exact same job any other service dept. is. What are you doing that makes your customers' service experience memorable???? Don't you think every forklift service dept. in the country would tell you that they try to do the job right the first time???? Big deal. What's that doing to create customer loyalty? Wouldn't every customer in the country EXPECT you to do the job right the first time?? Quite frankly, my time is worth more, which is why I personally refuse to wait any longer than 15 minutes ANYWHERE, i.e. Doctor's office, supermarket, etc., etc.. I wonder how the climate of business would change in this country if everyone tried that.