Surprise in a Service

Recently I was surprised with a government service; pleasantly. When I had visited the same office in person, I received some pretty rough treatment and was somewhat assured of being left in the dark for atleast a month. But, things took a completely different turn when they mailed my documents way before time...surprise!

Twists in films is fairly common (Seven, The Sixth Sense, The Usual Suspects, Shawashank Redemption). Would you use twists in your service? What kind of twists?

How do you script a service design twist ? A pleasant one hopefully! I wonder....

What's the height of Narcissism in the digital age?

Having your own website as your homepage :D.

This is an original joke, so what do you think?

Oh btw, I realized that one of the most embarrassing things is when people don't laugh at your joke. This medium shields one from those kind of awkward moments. A whole new social effect of social media,anyone? :P