2The Power of Surprise

If you choose to go looking for something, you’d betterbe ready for whatever it is you find.Because it may not be what you were expecting.

—Jodi Picoult

Chapter Two Key Messages

1. Surprises are guideposts to new directions and opportunities.

2. Big surprises can come in small doses.

3. We need to surprise ourselves before we can surprise others.

On a small cobblestone street in Breda, Holland, about seventy miles south of Amsterdam, sits a nondescript drugstore. No formal name can be seen from the street, other than a sign that reads “Drogist,” Dutch for pharmacist. But the elderly owner, Joep, seemingly the only employee in the shop, is much more than that. Nearly eighty years old, Joep has transformed the customer experience ...

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