Coca-Cola Happiness Machine

This video advertisement for a popular sugary beverage product unintentionally reminded me that they key to awesome customer service is delivering an unexpected experience. This thought has been popping into my head a lot lately now that my friend and former co-worker Thomas Knoll has moved on to work at Zappos. ┬áPeople expect the mundane, deliver the extraordinary. When people come to get their laptop fixed at Concordia, our Help Desk also does a quick screen clean to get the fingerprints off. Something so simple can make the difference in someone’s day. Sure, it isn’t a 6 foot sandwich dropping out a vending machine, but it can still put a smile on someone’s face.