Do you know what is surprising?
When you don’t whine. Even when you have a perfectly good reason to.
When you give value to people who don’t deserve it.
“THE SECRET TO DELIVERING SURPRISE AND DELIGHT ISN’T THAT YOU EXECUTE THAT STRATEGY WHEN IT’S CONVENIENT — OR WHEN YOUR AUDIENCE IS DESERVING OF IT — BUT RATHER THAT YOU GO OUT OF YOUR WAY TO DELIVER SMALL BITS OF SURPRISE AND DELIGHT WHEN YOU LEAST FEEL LIKE IT.”
It’s almost instinctual. Subconscious. A skill you hone and practice for so long that it’s just another part of you.
There are so many annoying things that happen in life — so many small, frustrating things that rob you of your joy.
It doesn’t take much for you to be delightful.
In fact, just a little bit less of the bad stuff and a smidge more of the good stuff is all that it takes. Usually.
You don’t need to do any superhuman sort of activity or attempt some intellectually challenging feat of brilliance.
It’s about small and focused differentiation — smiles and attention, not discounts, coupon codes, or over the top promises.
There’s no excuse for not delivering surprise and delight.
You don’t even have to be that good at it.
Mainly, you just have to try. And not make excuses. When you get it right, do more of that. When you get it wrong, apologize and fix it.
It won’t take you long at all to be really good at manufacturing surprise and delight.
It’s improving the small things. Maybe they aren’t really small after all.