Once you achieve service that is reliable, safe, on-time, clean, and user-friendly, you have the opportunity to go the extra mile to WOW your customers. Here are ten fun Surprise and Delight ideas to get started: 1) Shadow Play - Are you designing a new pedestrian overpass, bus stop shelter, or other facility? Consider incorporating a design that casts an interesting shadow. Piano keys? Zoo animals? Geometric patterns? Invite local art students to submit ideas? 2) Pop-up Musi