It’s happened to most of us. Your appointment ran a bit longer than expected. You check your watch. You know it’s going to be close. There is a sense of urgency as you plan your route to your car, weaving in and out of pedestrians on the sidewalk as you
Earlier today I received this note from a friend, Evan Crist, and just had to share: We were traveling from Denver to Phoenix for some fun in the sun when Southwest Airlines lived up to their reputation for spontaneous entertainment and pleasing service. (I love the line, “If you are
Most of us acknowledge that when we’re performing our jobs, we are working. But what many employees don’t often consider is that their jobs are made up of both mandatory actions that fulfill job functions (i.e., the bullet points on a job description) as well as optional behaviors that fulfill
Earlier this week, a friend of mine passed along a copy of Daniel Pink’s latest book, Drive. It was a pleasant surprise because, having read his bestseller, A Whole New Mind, it was on my buy list. One of the reasons I enjoy reading authors like Daniel Pink, Malcolm Gladwell,
Several years ago, after the birth of our first child, I began pouring pancake batter in unique shapes that our son would recognize from his world. When he was very young, I poured shapes ranging from puppies to pacifiers. As he grew older, I adapted the shapes to his interests—whether
Companies that make me laugh create positive memories for me—of the service experience and brand. Using appropriate humor is an authentic way for companies to express their uniqueness while making it memorable for customers. Here’s an example from Chipotle Mexican Grill: Employees at Chipotle place to-go orders in brown bags
I recently bought some fresh fish at Whole Foods Market. As is customary, I waited my turn as customers who arrived before me had their orders fulfilled. When it was my turn, an employee behind the counter smiled, made eye contact, and with enthusiasm in his voice asked, “Did you
Earlier this month, I stopped by Hooters for lunch. During my hour-long visit, my table was “touched” by three separate Hooters Girls (my server, Felicia, and two others: Lillie and Kassity) and the manager, Ben. I don’t always do so well remembering names but they made it easy for me.
Have you ever received an unexpected upgrade, a complimentary appetizer, or some other pleasant surprise when you were not expecting it? How did it make you feel? I bet you can recall many details from the experience—probably because you’ve reinforced them by sharing the story with others. Providing pleasant surprises
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