In my recent post Pursuing Good: The Backstory, I began to process what makes something good. I ran into a couple of articles that really helped propel this idea forward. I even started to address the bad press we give good as opposed to great or excellent. I’ll continue to focus on that tension.
We already looked at authenticity. In this article I want to tackle the second characteristic in my master list of what makes something good:
A service is good when it is surprising.
As usual, let’s define this word in an effort to get on the same page.