The bar is pretty low. Delivering surprise and delight in your daily interactions might seem like a daunting task — until you consider the alternative.
The bar for delivering awesome service is pretty low. Even when it’s a premium product.
It used to be a foregone conclusion that you would do what you promised, especially when someone paid you for it. Then business leaders started adding fine print, terms, and conditions.
Now, you had to deliver as long as you didn’t have a loophole to escape through.
The bar got a little bit lower when someone in corporate strategy realized that by delivering less the company as a whole would profit more.
“THE CYCLE OF PURPOSEFULLY DIMINISHING SERVICE IN ORDER TO INCREASE PROFITABILITY QUICKLY BECAME A SPIRAL DOWNWARDS.”
When was the last time you had to interact with your cable company, and came away feeling like it was easy to achieve success?
I’ve been told before that I need to take my phone number off my website and hide my email address so that people won’t be able to contact me. Think about that for yourself.
You have probably struggled to get support or talk to a “real person” to solve what is really just a simple challenge. The person on the other end of that transaction forced you to use a chatbot or send an email to a giant bulk email address without reassuring you that they would take care of you and get your problems answered.
Think about the last time you walked into a boutique to purchase something.
Were you received warmly by the staff or did you simply receive a robotic: “What can I help you with today?”
In fact, as you think about your experiences spending money or engaging with people who are providing you service, have you ever been truly surprised and delighted?
If so, you can probably count those experiences on the fingers of one hand. In your entire lifetime, you won’t have many of those experiences. That’s because the bar is low. Really low.
Which means you have all the more reason to buck the trend and focus on delivering surprise and delight.
No one else is doing it consistently.
Or at all. And in a world, where buyers are beaten down and used to having to fight to get what they want, what a refreshing experience you bring when you over deliver surprise and delight intentionally.
When you set out to make your prospects and customers smile. When you purposefully work to ensure that they’re happy.
The effects will last for a lifetime. You will be one of only a few people that they will ever remember as having delivered so much value it no longer made sense.
It doesn’t take much to deliver surprise and delight. It does take intention. And a focus on the details.
But imagine the payoff. It’s generational. For you. And them.