What can Seinfeld teach us about Leadership?
Feb 24, 2025Exceeding Expectations: The Mark of Great Leadership in Service
In an episode of Seinfeld, Jerry arrives at a rental car company to pick up a mid-sized car he reserved. But there’s a problem—despite his reservation, the company doesn’t have any mid-sized cars available. Frustrated, Jerry points out the obvious flaw:
“You know how to take the reservation, you just don’t know how to hold the reservation. And that’s really the most important part.”
The scene is funny because we’ve all been there. A business promises something, but when it comes time to deliver, they fall short. The company could have turned this negative experience into a positive one by exceeding Jerry’s expectations—offering him a free upgrade, a discounted compact car, or even a complimentary future rental. Instead, they left him disappointed, proving that simply meeting expectations isn’t enough.
Leaders Set the Standard
Great leaders understand that customer satisfaction isn’t just about doing the bare minimum. It’s about going above and beyond to create an exceptional experience. Whether you lead a team in retail, healthcare, hospitality, or corporate leadership, exceeding expectations should be the standard—not the exception.
Customers don’t just remember if you met their expectations; they remember how you made them feel. When service goes beyond what was promised, it builds trust, loyalty, and an emotional connection.
Small Actions, Big Impact
Exceeding expectations doesn’t always require grand gestures. Sometimes, the smallest actions make the biggest impact. Consider these leadership-driven service principles:
- Empower Employees to Solve Problems
Train and empower your team to find solutions on the spot. If a customer has an issue, they shouldn’t have to jump through hoops to get it resolved. Giving your employees the freedom to offer upgrades, discounts, or alternative solutions ensures that problems turn into positive experiences. - Personalize the Experience
Customers don’t want to feel like a number. A simple personalized gesture—remembering a name, providing a tailored recommendation, or offering a small unexpected perk—goes a long way. - Anticipate Needs Before They Arise
The best companies don’t wait for a problem to happen; they anticipate it. Imagine if the rental car company had proactively contacted Jerry to let him know the mid-sized car wasn’t available but offered an upgrade in advance. That would have turned frustration into delight. - Create a Culture of Excellence
Exceeding expectations isn’t a one-time effort—it should be built into the company culture. Leaders should model this behavior and ensure their teams understand that customer service is about creating memorable moments, not just completing transactions.
Exceeding Expectations Leads to Loyalty
Customers may come for a product or service, but they stay because of how they were treated. Companies like The Ritz-Carlton, Chick-fil-A, and Amazon have built their reputations on going the extra mile. They understand that exceeding expectations isn’t about extravagant gestures—it’s about consistently delivering more than what was promised.
Leadership is about setting the tone. When you prioritize exceptional service, your team follows. And when your team follows, your customers notice.
The Bottom Line
Don’t just take the reservation—hold the reservation.
Don’t just meet expectations—exceed them.
Customers will always remember when you went the extra mile, and as a leader, that’s the kind of legacy you want to leave.
