When You Least Expect It (it’s even better)

I’m sitting at the corner of Lakeway Drive and Franklin Street in Bellingham, Washington waiting for the number 11 bus home (Use Mass Transit!). I took out the laptop to get some offline work done while I’m waiting.

“Wireless Networks Dectected”

What? It’s really cool when you get something when you’re not expecting it. It’s not a great connection, but it’s a bonus. Recently, Seth Godin talked about under-promising your customers. Not setting their expectations too high. This is a perfect example. I would have been content working offline for a while. But getting a connection when I didn’t expect one made my day.

What nice surprises are you giving to your customers? What unexpected benefits do they get from you?

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