Let me ask you a question. As an employer or manager, which of these two options do you think your staff would value more:
- An “expected” $1,000.00 bonus at the end of the year
- An “unexpected” bonus of $100.00 along with a handwritten note of thanks
Certainly, option #1 has a greater monetary value. But option # 2 is likely to be remembered – and valued – more. Simply because it was unexpected and it was personalized.
Seth Godin has a wonderful posting on his blog today – “When you least expect it” – that illustrates this point. He shares a very useful formula with us:
“Formula: The value of a perk is inversely related to the expectation of that perk.”
Quite often, when we receive the expected service or perk we are disappointed. We expected it. But we were hoping for a little more. Sonething extra. Something different.
What remains in our subconscious is “disappointment.”
When we receive something “unexpected” it is special. It is memorable. The memory stays with us – for a long time. We value the moment. We value the unexpected gesture.
The right words – of thanks, of appreciation, of recognition – at the right time, are valued greatly.
It is not what they cost. It is the sentiment that they convey.
“Formula: The value of a perk is inversely related to the expectation of that perk.”
Try it. At home or at work. It is a winning formula.
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