After every interaction or transaction at your franchise, your franchisee is one of three things: 1) Disappointed because they got less than they expected, 2) Satisfied and only got what they expected, or 3) Delighted because they got more than they expected. We can all go beyond just aiming to satisfy franchisees and clients. In this chapter, I talk about nine ways to evaluate how well you are doing at meeting the needs of your clients, how to improve performance expectations, how to better deal with frustrated or unhappy clients, and eleven specific situations where you can train your team to go from the mundane to the majestic in the experience that your franchisees and clients have with you and your franchise brand.

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