People will forget what you said, People will forget what you did, but people will never forget how you made them feel.
—Maya Angelou
Surprise is a powerful emotion. From a physiological point of view, research indicates that surprise shares many of the same salient features as anger and fear.1 These three emotions arouse many of the same bodily responses. From a pragmatic point of view, it would obviously be unwise to intentionally anger or scare your customers. You can, however, surprise them to win their attention.
Insurance adjusters in the housing sector are unique—they already have their customer’s full attention ...
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