Once a week, the family and I get a nice coffee drink and donut from Tim Horton’s.
I always get the double chocolate donut. It is chocolate cake with chocolate frosting. At the location we patronize, the person in charge of the frosting was incredibly generous. It was always laid on thick and ran down the sides and inside hole. It was a delightful treat.
I keep saying “was” because the last two donuts I received have been frosted with less generosity. The donut is not as good and I am not really interested in eating them anymore.
It’s funny that something so little can make an experience with a product or service company so delightful. And then once it goes away, so does the delight.
If you are offering a product or service, that little extra effort makes all the difference. If it ever goes away, you are just like everybody else.
Joel Stiff's Adventure 