Surprise and Delight

publication date: Jun 4, 2007

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author/source: Rick Hendrie

Surprise and Delight are the twin gods of personal hospitality. They increase the experience in your establishment and leave guests slack-jawed in amazement. I once asked guests of a quick service restaurant if they could recall any WOW experiences in any fast food restaurant, occasions where they saw an operation provide "over the top" hospitality. One remembered someone saying, "Hello."

HELLO???

Where there is sloth, there is opportunity. Invite Surprise and Delight into your operation. They are the spirits which encourage giving someone a free snack, while they wait for their dinner. Surprise and Delight are the benevolent influences which suggest giving a family with a baby a little something for the tot to munch on so that the parents can catch their breath.

What makes Surprise and Delight powerful is that they involve interacting with each guest on a personal basis. The key here is improvisation. If it becomes a "process" you might as well drain the bathtub of any fun or impact. The trick is to make it spontaneous, "sometimes you do and sometimes you don't." Always deliver the basics: Hi! Thanks! Come on back! But then, plan to give the guest the random thrill.

WOW is priceless. Invite Surprise and Delight over. Take 'em out for a spin. You'll improve the guest experience. I gar-un-tee it.

Richard K. Hendrie is the Chief Experience Officer of Link Inc., a restaurant consulting and coaching firm.