How often do you find yourself on the back foot with customers because they discovered a problem before you could call them? This often happens when there are several people involved in the communication chain and a link breaks down. To exceed customer expectation, make sure everybody involved is working to the same protocol and one team assumes responsibility for communicating progress to customers. If at any point service cannot be met, then that team must get back to the customer. In this way you can minimise frustration by keeping them informed and reset expectation.