We all talk about keeping our clients happy and satisfied, but do we delight them? That may sound like an odd objective but let’s look at the definitions. “Satisfied” is defined as “filled with satisfaction, content.” Whereas “delight” is defined as “a high degree of gratification; also extreme satisfaction.” Given these two definitions, I would prefer to delight my clients rather than simply make them happy. This is particularly important in today’s tough economic climate. Companies that have successfully weathered the economic storm are those that understand that service excellence is a business strategy and recognize that delivering on this strategy is a key differentiator.