How do you break the script consistently enough that…
Page 73. How do you break the script consistently enough that it Matters. One solution is to introduce a bit of randomness. One store manager for example, noticed that for regular customers every now and then he give them something for free and their order. It happened a few times over the last few years, too often for it to be coincidence, yet so infrequently that it’s unexpected. This makes a person feel valued as a customer, puts a smile on their face and encourages a revisit again.
— from Leadership & Business (Leadership/Business) · Power of Moments by Chip Heath and Dan Heath
In the book
One shopkeeper now and then slipped a regular something free with their order — rarely enough to stay a surprise, often enough to feel like care. People came back. A gift carries the spirit in which it's given; without that spirit it is not a gift, only a transfer — a number moving from one column to another. — Leadership & Business (Leadership/Business)