Sprinkling In A (Good) Surprise

Sometimes you have to deliver tough messages in challenging times.

Like, uh, now for example.

How do you tell your audience what they need to hear—both with authority and humanity?

You might sprinkle in a surprise—maybe even a delightful surprise.

Take this video distributed by a local City Manager. Nothing unexpected—tax revenues are down, tough budget cuts are coming, yada yada.

Until he gave out his personal mobile number.

Talk about an invitation for every disgruntled citizen to reach out and complain.

Which of course is rather genius if you’re in charge of a ship that’s in trouble.

Disarm them with a surprise, listen to those who reach out and engage them in co-creating your future.