When did you last feel let down by an experience you had high hopes for?
For me it was Euro-Disney. Not because it was eye wateringly expensive, or that we spent hours queuing for rides that lasted seconds; nope, it was the service. Miserable, surly and nobody really cared!
The adverts promised an ‘amazing and different magical experience’. The reality was a lot different so I don’t want to go again. (My adrenalin junkie children feel quite differently.)
In business, if you set an expectation you should have ability to deliver …