The document discusses customer expectations and satisfaction. It states that customers expect certain things from businesses and those that can identify and meet customer expectations will have the highest levels of customer satisfaction. It also notes that customer expectations are dynamic and can change based on various factors. The key to customer satisfaction is meeting or exceeding their expectations through good customer service. The document provides some common customer expectations like fast and friendly service as well as tips for identifying specific customer expectations through surveys. Meeting expectations leads to benefits like loyal customers, increased sales, and more referrals.