How to Layer Surprise and Delight For a Big Payoff (Without a Big Budget or a Big System)

Two years ago I walked into a steakhouse for my birthday and walked out with a story I apparently cannot stop telling. This episode is that story, and more importantly, it's layers of surprise and delight that we can take into our own businesses.  None of this costs a lot. All of it requires a decision.What you'll hear in this episode:The specific moment at Fleming's Prime Steakhouse that made me realize most businesses are delivering a service when they could be designing an experience.Why the espresso martini my dad cried over wasn't in any SOP, and what that means for how you build your team culture.The one question your intake or booking flow is probably not asking, and why that missing question is costing you referrals.If you've ever wondered why your satisfied clients aren't becoming your raving ones, press play.Connect with Nikki on Instagram: instagram.com/iamnikkimck The Would Recommend Standard is a free guide to the five principles behind businesses people can't stop talking about. Grab it here: theopsshop.biz/wouldrecommend-standard A Spark Session is a 90-minute strategy session where you and Nikki dig into your client experience and figure out exactly where it's working and where it isn't. Book yours here: theopsshop.biz/sparksession