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The Unexpected Generates Delight!
When was the last time you experienced exceptional service and got something extra you did not expect? Give your customers a little ‘unexpected’ extra! A great example is when I took a car in for it’s annual road worthiness check-up. The mechanics spotted a problem that resulted in the car failing a test. However instead of just telling me this, they fixed the problem and didn’t charge me! I saved around $50 by not having to re-test my car and the hassle involved – it only took them 10 minutes to fix and they did this FREE!