When Surprise and Delight Becomes Surprise Without Delight
ThenWe’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight? That’s exactly what happened to my friend and fellow professional speaker, Beth Terry. She has a three-bedroom home. The … Continue reading When Surprise and Delight Becomes Surprise Without Delight
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