When you aim to give people more than they expect…

• You must be ready, willing and able to go the extra mile.
• You must embrace Napoleon Hill’s ‘QQS’ principle: deliver more Quantity and Quality of service and do it with a winning Spirit.
• You must seek out problems, knowing you can solve them because you know how to take advantage of new technologies.

When you aim to give people less than they expect…

• You must be ready, willing and able to drive hard bargains.
• You must be prepared to lie, cheat and steal.
• You must be wary of the inevitable reciprocation that is sure to come your way.

When you aim to give people exactly what they expect…

• You must be able to ask good questions.
• You must be a good listener.
• You must have full control over delivery of the value you generate.