Surprise & Delight…or Just Delight?


Perhaps you’ve heard of the concept of “Surprise & Delight” in customer service. But is it really such a good idea? I believe that the key focus should always be on delight. The time to surprise is when you can make a good situation even better, not trying to use a surprise to make up for an inconvenient experience. Ultimately, customers don’t want surprises; they want answers to their questions and solutions to their problems.

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to