I ordered a grande coffee and a banana bread at a Starbucks drive thru. When I got to my destination five minutes further down the road I discovered they had given me a mint tea instead of coffee. It was too late for me to turn around.
So I went to my meeting and five hours later returned to that same Starbucks. I went inside this time, gave back the mint tea (still full), explained the mistake, and then asked for coffee and a piece of very berry coffee cake. They gave me the coffee and charged me for the coffee cake.
I don’t know for sure, but I feel fairly confident that had I made a big deal I would have received the coffee cake for free.
So what do you reward?
In your customers? Colleagues? Direct reports? Spouse? Kids?
That reward could be money, time, attention, praise, gifts. Do you lavish those things on quiet unassuming behavior? Or do you respond more often to an emotional outburst?