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.