I'm told it will take one and a half to two hours.

I hesitate. I look at my watch.

I have a long drive. The repair on my phone is not mission critical. But it would be nice to have it done.

I agree.

Fix it.

Work can happen in the interim. I go to Barnes and Noble. Getting things done.

It's about to rain so I head back to the Apple Store and wait in line again.

Another 30 minutes.

I leave and come back a half hour later.

Another 20 minutes.

If I'd known it would be three hours, I wouldn't have agreed.

When we over promise and under deliver, no one is impressed.

Under promise. Over deliver.

This will exceed the expectations of everyone, every time.