Surprise is one of those things that can take an experience to a higher level. It’s the joke that catches you off guard, the unexpected guest on stage, the freebie that is generously provided, or an unexpectedly comfortable environment.

Surprise is the element that makes us say:
• “I never expected that”
• “I can’t believe they just did that”, or simply
• “Wow, I wonder what they’ll do next time?”

All these responses are almost guaranteed to bring a smile—and to make someone want to come back, purchase your product, or simply be open to the impact of your message.

It doesn’t necessarily take a lot to create a little surprise. My wife and I went out for an anniversary dinner the other night and our waiter took the time to explain to us how the dishes were prepared. He was knowledgeable, engaging, interesting and even humorous in how he described them. It was a nice little surprise that added to our experience (and the food was good, too).

Surprise creates a sense that someone (you) did something over and above the simple requirement to make them (your customer) a little happier. It communicates, “Hey, they’re thinking of me”. And it’s one element that raises the expected, status quo into an experience that people will remember.

What can we do to create an element of surprise in our offerings? What would it take to give a little surprise next time?

I’d love to hear about times you’ve experienced an unexpected surprise. What was it? How did it make you feel? Please join the fun and add your comments. Thanks.