The Power of Surprises in Building Relationships
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The Power of Surprises in Building Relationships
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Hosts Alex and Sabrina summarize Chapter 23 of Paul Schwinghammer’s Building Better Relationships, emphasizing the strategic value of positive surprises in construction. Unexpected, sincere gestures—small treats, handwritten notes, an unannounced cleanup, or a cold drink during a heatwave—create emotional “deposits” in the relationship bank account, releasing feel-good chemicals and forming vivid, lasting associations. While consistency and reliability remain essential, surprises stand out because they show genuine appreciation and attention. Key guidelines: keep gestures authentic (not gimmicky), personalize them by observing and listening, avoid promising them beforehand, time them during stressful moments, and follow up subtly to reinforce sincerity. Over time, these low-cost, thoughtful acts build loyalty, trust, and advocacy, helping clients and teams tolerate inevitable project setbacks. When leaders model this behavior, it spreads into organizational culture, turning transactions into relationships and creating resilient, long-term goodwill.