The next big idea comes from the book “Made to Stick” by Chip Heath.
Let me share a tiny story that beautifully illustrates his big idea.
In 1979, Craig Trounce was a store associate at a Nordstrom store in Fairbanks, Alaska.
One day, Craig looked at the entrance and noticed something odd.
There was a man rolling a pair of tires into the store.
Curious, Craig walked up and asked the man if he can help.
Then the man said, “Yes, I want to return these tires.”
To which Craig said, “Sir, we’re a clothing retailer. We don’t carry tires.”
But the man insisted: “No, no. This is the building where I bought the tires.”
Turned out that he had bought the tires from the previous tenant of the building years back.
At first, Craig was a little overwhelmed, thinking, “What should I do with that guy?”
But then he decided to do what felt right.
He called a local tire company to estimate the value of the tires, took the tires, and gave that man the estimated amount.
He gave a refund for a product that Nordstrom didn’t even have.
Why is that such a great story?
Because of 1 key element: surprise.
The story had two major moments of surprise:
- The moment the customer rolled the tires into the store. You usually don’t see that often.
- The moment that Craig decided to give a refund for a product they didn’t have.
We as humans are great at spotting patterns. When something is predictable, we tune out.
When you share a story that is predictable, your audience will get bored, rather think about what they are going for dinner tonight than pay attention.
BIG IDEA #2: BRING IN SURPRISE
Surprise refers to unexpected moments in the story. It can be anything that breaks the typical patterns of what your listeners expect. That can be a surprising activity, surprising event, surprising reaction – anything as long as the listener didn’t see it coming.
But sure, sometimes, you may not have this major surprise moment. If that’s the case, you definitely want to make sure to include the next one.