The Power of Surprise and Delight

Following the polite knock on my hotel room door, I was stunned. “Just a little something to welcome you to our hotel,” said the smiling and well-appointed young man as he placed it down on the desk in my room.

The beautiful display included a chocolate guitar, hand-dipped strawberries, and a few other candies. Along with some musical notes, the chocolate letters spelled out the word “welcome.” Inside the high quality envelope on which my name was neatly printed was a beautiful card reading,...