After living in Mexico most of my life, one the things I got to see a lot was the ignorance with which customer service is looked at as business continue to do the same things over and over again.
Best practices are old practices and they're looked at as if they're always going to be that way.
Because of this customers come to 'expect' certain behavior from most businesses that offer enough of a good service to satisfy an immediate need.
Never will you see a business try to exceed that expectation and create a new experience.
Why?
Because they'd rather keep their current customers as they are as opposed to trying something new and risk losing them. This is a flawed mindset because they're overlooking a tremendous opportunity.
If every other business is doing the exact same thing as others, as a business owner you have an opening to change the expectations of their customers by doing what your competitors are unwilling to do and as a result change the game to your favor.
Doing the unexpected doesn't mean doing something fancy, it just means looking where no one else is looking and exploiting those openings.
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