Rising Expectations, Customer Service, and Violent Revolutions
Many of us will enjoy and identify with Seth Godin's post about a car dealership that had washed his car when he took it in for service and then stopped doing so.
Matters go downhill from there and rapidly so after he surfaces the service issue.
Oddly enough, the story reminded me of the history of revolutions. Dictatorial governments that are brutally oppressive, such as Stalin's or Hitler's, have far less risk of facing a popular uprising than the governments that loosen up and initiate reforms. The reforms, combined with reduced fear, create a revolution of rising expectations that, when frustrated, leads to rebellion.
In short, if you are going to raise expectations, you'd better be prepared to meet them.