By: Shep Hyken (submitted by Carmen Gass)

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you.

Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post. And of course, I love surprising others. But what I want to share now is the example of a surprise that came from a most unlikely source, the TSA, as in Transportation Security Administration. Read more here.