Spiritual Bookshelf Episode 54: How to Be Someone Who Exceeds Expectations – Part 2

#54 — How to Become Someone Who Exceeds Expectations (Part 2)

Hey there, how’s your week been?

Welcome back to Soul Bookshelf, I’m Phillip.

And today, I’ll share four more insights from the book — lessons that can change not just how we serve others, but how we connect with them.

 Point 1: Welcome to the Age of Hospitality

But now, we’re in what Will calls the Hospitality Economy —

People don’t just buy products anymore; they buy feelings, stories, and understanding.

Think about it —Starbucks isn’t just selling coffee; it’s selling a feeling of belonging.

Apple isn’t just selling a phone; it’s selling a sense of “You get me.”

Point 2: People Remember the Surprise, Not the Standard

Here’s something powerful:People don’t remember good service — they remember pleasant surprises.

Psychologists tell us that emotion drives memory.When something moves us, it stays with us.

Nobel laureate Daniel Kahneman called this the “peak-end rule.”We remember the most emotional moment and how it ended.

So it’s often the small, unexpected gestures that make all the difference —a handwritten note, a warm smile, a small “I know this means a lot to you.”

Standard service satisfies logic.

Surprise touches satisfy emotion. And emotion is what builds loyalty.

Point 3: Thoughtfulness Turns Ordinary into Extraordinary

Being thoughtful sounds soft, but it’s actually a superpower.Because when you’re thoughtful, you truly see people.

What we all crave isn’t help — it’s attention.

Science backs this up too —When people feel genuine care, their brains release oxytocin, the “trust hormone.”It strengthens relationships and makes the memory stick.

Point 4: Great Leaders Create Shared Experiences

This is one of my favorite ideas from the book.

A great leader doesn’t just give orders — they create experiences that people want to join.

Why? Because people don’t change through instruction — they change through experience.

So leadership isn’t about control. It’s about designing environments where people feel free, capable, and connected. Instead of saying, “Do this,”you create moments where people say, “I want to do this.” That’s how you turn followers into co-creators.

No one embodies this better than Howard Schultz, the founder of Starbucks.

He didn’t just build a coffee company —he built a place between home and work — a “Third Place” —a space where people could feel connected, relaxed, and understood.

He once said, “Our competitors aren’t other coffee shops — they’re people’s couches.”

Schultz deeply believed:“Your employees will never be happier than you are willing to make them.”

So he made sure every partner felt respected and valued —even part-time workers got health insurance and stock options. He empowered them to make genuine connections —to say a customer’s name, to add a personal touch, to be human.

Every detail — from the coffee’s temperature to the music volume —was designed to say: “You matter.”

So as we close today’s episode,I want to leave you with a small challenge for this week:

Try adding just a little more heart to what you do.

Be one step more thoughtful, one sentence more encouraging, one moment more present.

Because that’s how you turn the ordinary… into something unforgettable.

If today’s episode spoke to you,please share it with someone who might need a little inspiration. And don’t forget to subscribe to Soul Bookshelf —where we explore ideas that help us live with more warmth, meaning, and connection.

 Until next time —stay kind, stay curious, and stay human.Take care, and see you soon.