Leadership is built in the moments people don’t see coming.
Most leaders are great at setting expectations.
But the truly memorable ones? They surpass them.
I ordered a Starlink Mini recently. They told me it would take 2–4 weeks.
It arrived in under 48 hours.
That wasn’t about logistics.
It was about the feeling:
“I didn’t expect that—but I’m really glad I chose them.”
Leadership works the same way.
People don’t remember processes.
They remember moments.
Moments when they felt seen, supported, or surprised in a positive way.
Here’s how leaders create those moments:
- Set expectations clearly. No guessing.
- Communicate early. Remove uncertainty before it appears.
- Deliver sooner than promised. Even a day counts.
- Add one thoughtful touch. Something human.
This is how trust compounds.
Not in grand gestures, but in quiet consistency.
Reflective Question: Where can you exceed expectations for someone who matters this week?
Book Recommendation: Unreasonable Hospitality — Will Guidara