Surprises you can’t see coming are the best kind.
The more unexpected, the better:
- A client gift at Christmas is lovely. But the fact its gift-giving season takes the shine off it a little.
- A client gift ‘just because’ is lovelier. It was uncalled for. They didn’t see it coming. How nice to be thought of.
- Changing your mind for the better is loveliest. After receiving great work, to then receive something over scope right after delivery is icing on the cake. This is an encore.
All that’s required for the best surprises–to plan an encore–is to manage expectations, then break your own rules.