We recently celebrated my wife’s birthday. I searched for a suitable restaurant, we were in the mood for Sushi. I found a place that -from the pictures- looked kind of cute and elegant in a certain way. I couldn’t really tell that much, most of the pictures were about the food and the exteriors.
When we arrived, the entrance looked exactly as we saw it in the pictures (still good), but once we entered the main dining area and sat down, we realized it was more of a low-key, fast-service-oriented place.
The point here is that any other day, we would have been very happy with our selection. The food was good, service was quick and they treated us well. Even the price was fair.
But we were expecting something else. So as a result, we walked away thinking that we didn’t really get what we were promised.
Running a business is all about keeping (and sometimes exceeding) promises. Make sure that you can deliver what you promise, but also don’t promise what you cannot deliver.