Donna's Blog

Let's surprise and delight more.

It's probably a little bit unfortunate that I believe it's not that hard to surprise and delight people these days. We often talk about this from a customer service perspective. Taking the opportunity to surprise and delight customers is a guaranteed way of keeping them!


And what about this concept from a manager and team member perspective.


So often we are trying to motivate our people to provide discretionary effort. We like it when our team members go the extra mile or go above and beyond what is expected.


As a manager, I'm wondering … when was the last time you went the extra mile or did something above and beyond or put in some discretionary effort with your team.


I have no doubt you do it with your work, or tasks to be performed, and when did you last do something that may have surprised and delighted your team members?



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