Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity, and stand out in a noisy and crowded marketplace. Surprise is an emotion, the function of which is to increase alertness and narrow focus. By
The other day I went through the line at my local supermarket with, among other items, an open bag of potato chips. (Potato chips weren’t even on my shopping list but they looked so good and salty on the end-cap display, I just couldn’t resist.) After scanning the bag of
In today’s economy, consumers increasingly scrutinize the “value for price paid” of a product or service. While extraordinary customer service adds value, many service organizations miss opportunities to provide the “little extras” that create value in the minds of their customers. Companies that recognize the value of offering “little extras,”
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
I had worked a full day in Washington, D.C. and then flew to Detroit for a presentation the following morning. I arrived late at the airport in Detroit and as I exited the terminal with my bags at around midnight, was confronted by a number of aggressive limo drivers. I
Last week, I worked with the general manager of a Hampton Inn hotel who shared this story: Shannon, a front desk agent, had recently joked with a repeat guest (with whom she had a nice rapport) about aging. The guest was a bit self-deprecating about his own age and referred
For my 40th birthday, my wife and I traveled to Las Vegas where we met up with several other couples to hang out by the pool, see a show, and play a little Blackjack. My wife had made reservations at Caesars Palace which, ironically, was also celebrating its 40th year
Providing a pleasant surprise that adds an unexpected perk to an otherwise ordinary experience, is an effective way to express one’s uniqueness while making it memorable for customers. Have you ever received an unexpected upgrade, a complimentary appetizer, or some other pleasant surprise when you were not expecting it? How
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