20: Surprise and delight...

When I picked up Grant tonight
he ran, he smiled, he gurgled
and as we got into the car
he asked for a "lollipop"
which is really a cakepop
from Starbucks
I'm not sure where he gets that...

We headed south
toward our usual coffee shop stop
but turned one light too early
the screams from the backseat
could've woken a sleeping
baby four houses down

Through our small town
on the way to an errand
we passed yet another
Starbucks on the roadside
like a shiny penny
just begging to be noticed
"Mama!  Coffee shop!"
I'm reticent to support two coffee shop habits...we keep driving

On the way back home
we drove past again
Feeling tired and charitable
I pulled in
"Mama!  Lollipop!  Let's get out!"
So we walk the few steps into the
shop crowded with ten-year-olds
'having a coffee break' after school
We wait in line behind them
Flags of indecision waving wildly
above their mussed hair-dos

I spy the menu of monthly deals
Today!  Free pastry with purchase of handcrafted beverage
I'm persuaded -- one afternoon chai latte
one FREE pink birthday cake pop
I order
"Ma'am, I'm so sorry.  Today isn't March 23.  That deal is for March 23 only."
More rosy than red, I apologize
and pull out a couple extra bills
tucked neatly inside my wallet

He bags the cake pop
the other barista prepares the chai
"You know what?"
My eyes chase his
"You're not expecting a deal, but I'm going to give you one"
Oh yeah?
"I'm going to charge you $3.80."
Nice --- the total should be over $5
"And, as a bonus, here are two cake pops instead of one."


Wow.  And that is why in the book, "The Starbucks Experience" by Joseph Michelli, there is an entire chapter dedicated to one of their chief operating principles, SURPRISE AND DELIGHT.



Write on,
b