Unexpected

Let’s chat about the unexpected – in the good sense of the word.

Like when I ordered the wrong dish at my favorite restaurant. They brought me what I ordered, but it was not what I had traveled 1000 miles to have. Their response? A tasting tray of the finest dishes they offered, a bottle of champagne, and the dish that I was originally hoping for – all on the house. Unexpected.

Zappos loves this concept. My wife wanted to exchange her shoes I got her for Christmas. With one call they shipped the new shoes without having the other ones sent back yet. Unexpected. 48 hours later my wife had happy feet.

Or the delivery of  just because flowers. Unexpected – and the petals always seem to convey what our words can’t.

The unexpected finds us speechless in the moment, but leads to us not being able to keep our mouths shut about the story that unfolded.

Mastery of the unexpected will build your followers quicker than anything else you can pursue.