Why We Love Susan Boyle: You Too Can Exceed Expectations

Susan Boyle exceeded our expectations. On Britain’s Got Talent, she not only woke up Great Britain but also had a message for the world. She broke every mold and brought her audience to their feet with a standing ovation within seconds of each performance. She became an Internet sensation and a worldwide phenomenon. What was it about Susan that exceeded our expectations? Was it her courage, her talent, or that she was willing to risk sharing her gift from within?

Last year when my husband and I were on vacation, we stopped at our favorite Trader Joes grocery store to pick up a few things. As we stepped into the store, a van pulled up in front of the store. A woman got out, walked around to the side of the van, opened the sliding door, and pulled down a ramp. Within moments, two young girls came wheeling down the ramp with their motorized vehicles. It appeared that both of them had cerebral palsy. As they went down one aisle of the store and up another, you could hear them giggling and laughing.

Struck by their playfulness and joy, one of the employees picked out some flowers and surprised each of them with a bouquet to put in their cart. Then, overhearing that it was a special day for one of them, he said, “Amy, since it’s your birthday today, besides the flowers I would like you to choose a bouquet of balloons.”

He then got on the intercom and said, “We would like everyone to come to the front of the store and help us sing ‘Happy Birthday.’ Today is Amy’s eleventh birthday.” Everyone in the store – customers and employees alike – gathered at the front of the store and sang, “Happy Birthday.” Amy grinned from ear to ear. She was so excited. That day, that employee not only exceeded Amy’s expectations, he also exceeded mine.

A year later I visited the same store and saw that the exceptional employee was still working there. I introduced myself and found out his name was Eric. I told him about the scene I witnessed the year before and then asked if Amy and her sister were regular customers. Eric said no, that was the only time he had ever seen them in the store. I shared with him how his kindness to these girls impacted my life and that I share the story whenever I speak. Eric gave me a big hug and said, “You just made my day.”

This story, along with Susan’s, reminds me of four important principles:

1) Getting Interested Establishes Trust

2) Initiate the First Step: the Key to Success

3) Vulnerability is a Must to be Able to Trust

4) Expect the Best: Exceed your Expectations

If Susan hadn’t been willing to take the risk of stepping on that stage, an entire world would have missed hearing the magnificent gift she had to share. If Eric had not been willing to take the initiative and reach out to a customer in a special way, Amy would not have the wonderful memory that will impact her life forever, nor would thousands of others be touched as they hear this story.

Through simply sharing a gift or an act of kindness, we, too can impact thousands of lives. The secret is wrapped up in an old principle that says, “Reap what you sow.” If you look at the first letter of each principle outlined above you will discover the acronym that spells G-I-V-E. Give and it will be given back to you. Each and every day we have the opportunity to touch a life and exceed someone’s expectations. In doing so, someone will also give to us and exceed our expectations.