Surprise and Delight

“Surprise and delight” is a phrase often tossed around in business meetings. “We need to surprise and delight our customers!” senior managers cry out! “We need to provide them with unexpected rewards and promote customer loyalty!” No. You don’t. You need to solve a problem for your customer. That’s it. …

The Chewed Receipt

I grew up in a border town in the Okanagan valley just North of Washington state called Osoyoos. One big advantage of living in a border town was that you could go down into the US for cheap groceries and gas. We used to wear our old shoes down, buy …