Why exceptional customer service doesn't happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game. Bite-Sized Delight from the Episode: Surprise and delight isn’t a strategy, it comes from going above and beyond when you don’t have to. Great customer service means constant work and a commitment to your employees. At the end of the day, employees are always central to the customer experience. Are You Looking for Things We Referenced? Dan’s Fireplace Guy (ask for Bryan Smyth) Dan’s Gutter Guy The Corner Stop in Dousman, WI MagnaPin 10 Steps to Glowing Customer Service Reviews and Survey Results, Even if You Just Got Slammed by Micah Solomon Re Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!