The Extra Mile Isn’t Crowded (But It's Where the Magic Happens)

I’m curious—have you ever had an experience that stuck with you—not because of what was done, but because of how it was done?

In January, I took a solo birthday trip to The Broadmoor Hotel in Colorado Springs. It was peaceful, relaxing, and exactly what I needed. But what truly made the weekend unforgettable was the extreme hospitality.

Every single interaction—front desk, bellhop, room service, the restaurant staff—exceeded expectations. Not in a grand or flashy way, but in the small, genuine, thoughtful moments that said: you matter.

The front desk clerk greeted me with a warm smile and had a birthday card and a custom chocolate bar from the chocolatier sent to my room. My server tucked a bag of homemade biscotti alongside my check so I could enjoy it with my coffee the next morning. And the executive chef, after hearing how much I loved the beet salad, personally emailed me the recipe.

None of it was required or even expected. And yet… they did it anyway.

Here’s the thing—I haven’t stopped talking about it since.

That’s the power of exceeding expectations.
It turns ordinary moments into lasting impressions.
It creates connection, loyalty, and momentum.
And while the results may not show up immediately… they will.

Now let’s flip the script for a moment.

What happens when expectations aren’t met?

Think back to a time when you felt ignored, rushed, or disappointed by a service or experience. You probably didn’t tell your friends about it—or worse, maybe you did, but for all the wrong reasons. Maybe you never went back. Maybe you even left a review.

Here’s what research shows:
A Harvard Business Review study found that small, unexpected moments of delight (what they call “micro-experiences”) can increase customer loyalty by over 40%.

Let that sink in—just a little extra can make a huge impact.

So what does this look like in your life and business?

It’s not about doing more work. It’s about delivering more value.

It’s:

• Following up when others don’t

• Delivering more than promised

• Adding a thoughtful detail that no one expects

• Treating people like they truly matter

You may not see the payoff right away—but trust me, it’s happening behind the scenes.

Doors open.
People remember.
Opportunities arise.

Exceeding expectations is a long game.  But it’s one that can lead to your biggest breakthroughs.

So ask yourself this month:

Where in my life or business could I go just one step further?

Because sometimes, that one extra step is what takes you from good to unforgettable.