My sister purchased several packages of meat at the co-op and joked with the clerk that she was almost leaving her whole paycheck at the butcher counter. He subsequently handed her an additional package of four brats – with a special sticker indicating that she would receive them for free.

“It’s our Surprise and Delight Program,” the butcher said.

Surprise and delight it did! The brats were priced at $11.64 and it was a treat to receive them without cost.

Handing over a valuable package of meat may not fit within your organization’s service or budget range, but what can you do that emulates that concept? Whether through a formal program, by empowering your staff to initiate it when warranted or just through an occasional burst of serendipity, surprise and delight is a worthy aim for every provider.

About the Author leadership dots by dr. beth triplett

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

w

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.