Surprise is a phenomenon that can be mastered to achieve amazing results in service, marketing, and sales. The psychology of surprise plays an important role in personal relationships.
Surprise comes when something unexpected happens. This is an emotional reaction to an event that does not correspond to a person's experience and expectations.
The human mind loves surprises. Everything unusual and new attracts attention. This is why many people check their email so often. Dopamine is a hormone that is produced by the brain every time a person receives a new message. This is how the brain works: it demands more and more. This does not necessarily cause surprise, the effect of novelty itself is important. Surprise works in a similar way.
It is associated with the pleasure center in the brain. On the other hand, the human brain doesn't like boredom. When life becomes predictable, a person begins to feel tired. If a person is bored, the brain receives no stimulus. He lacks that very dopamine - something unexpected: a new environment, different circumstances, a stimulus for curiosity, small obstacles.
What surprise can do
Surprise can make an indifferent buyer become interested. Emotional outbursts upset the psychological balance. A person who has fallen into a state of anger will behave "beyond the bounds of decency." Grief makes people act in strange ways, violating the laws of common sense.
Surprise elicits a reaction that is different from a person's everyday reactions. And if you manage to pleasantly surprise someone, you can influence them.
Successful people and organizations in the service industry have learned to accept and apply surprise. Acceptance, not fear, of the unexpected is the key to progress, as is the ability to be smarter and adapt.
Positive Effects of Experiencing Surprise
- Happy clients
- Interested skeptics
- You will be remembered
- Clients are storytellers. Surprised customers love to share their surprise with other people. In this way, they become missionaries spreading the good news of your business.
Keep in mind that surprises can be unpleasant. Surprise should evoke positive emotions.
How to surprise your customers
- Prepare the scene. First impressions are the most important. Avoid negative emotions, expressions, facial expressions.
- Promise less. Most people promise more than they can give. However, they do not win by promises, but by actions. And this is where the surprise begins. A promise that is over-fulfilled is something that can really surprise you.
- Do more than what you promised.
The psychology of surprise on the web
When it comes to services offered online, they have their own specifics. What will help you gain sympathy?
- Stunning design. Finding yourself on a website with an unusual design is unexpected and pleasant.
- Great content. It is not so often that you can read something really worthwhile on the Internet. The content of the proposed materials should be very good.
- Free resources. Make gifts and you will be liked better.
- Personal interaction. The disadvantage of online communication is that it is impersonal. Get in touch with customers - this way you can build relationships with them.
- Be funny. A sense of humor in unexpected moments is a pleasant surprise.
