Delight comes as a surprise in unexpected places

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The other day at the lab I was going about my ‘morning constitutional’ in the little boys room when I noticed the end of the toilet paper had been folded into a point. You know, just like in hotel room bathrooms. I realized I had a big smile on my face. This simple act by the office cleaner apparently made me happy. I think the fact it surprised me – I so wasn’t expecting it – had an amplifying affect on my delight. If you haven’t visited our lab, the last thing you’d expect to see was pointy toilet paper.

Now believe it or not, we didn’t choose the serviced office that hosts the Energized Work lab because of it’s toilet paper pleasantries. We chose it because it was a ‘funky’ space. It just goes to show the opportunities to delight customers often lie in the experiences that occur outside the original reason for engaging.

Simon Baker
Simon Baker
Simon Baker is chief swashbuckler at Energized Work, a guerrilla technology lab based onboard HMS President in London. Simon cofounded Energized Work and in 2009 received the Agile Alliance Gordon Pask Award. He speaks internationally about applying agile and lean principles and techniques in business, software development, and information technology. With 22 years experience delivering software in the media, retail, healthcare, financial services and banking sectors, Simon is a leader doing things differently to find out what matters and get the right things done in the right way. He isn't afraid to question conventional thinking and disrupt the status quo. Simon feels strongly that work shouldn't feel like work and he has a track record creating exciting working conditions that help people change the way they deliver software for the better.

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