My dear, dear Mom was hinting around for a rose bush. After hearing about it for three phone calls in a row, busy me finally got the message.
I put in a call with the florist. My regular florist couldn't (wouldn't) help me so I talk to a fresh one. My order was for miniature roses. I get a call back hours later. No miniature roses, can they sub some other plant in? I tell them, well, my Mom is hinting for roses and she has a balcony, whatever you can give me that fulfills that request is a-ok with me. The timing is flexible too. All I need to know is it will happen (so I can concentrate on other things).
My Mom calls me a day later, so excited she's almost in tears. The florist didn't deliver a miniature rosebush. Nope. She delivered a tall topiary type rose tree. In a fancy clay pot matching the façade of my Mom's apartment building.
By giving the florist flexibility, my expectations were exceeded. This often happens. Why? Because it is the florist's good taste on the line with the flowers, not the customers. She takes personal responsibility and personal care.
Of course, I don't simply apply this with my florists. Even my financial advisor has flexibility. He knows what I'm looking for, sure, but he is responsible for providing reco's on the stocks.