Serendipity is often described as a happy coincidence, but in business and life it is much more than that. It is the unexpected moment that changes direction, strengthens a relationship, or creates an opportunity you never planned for.
Believing in serendipity does not mean relying on luck. It means creating the conditions where meaningful connections and breakthroughs can occur naturally.
Serendipity in Business
In a commercial setting, serendipity often appears through small acts of care. A thoughtful gesture, a personalised interaction, or an unexpected follow-up can turn an ordinary transaction into a memorable experience.
These moments are not random. They are usually created when businesses act with intention and empathy.
The Three Elements: Heart, Presence and Imagination
Three qualities consistently show up in experiences that feel meaningful:
- Heart – the emotional sincerity you bring to interactions.
- Presence – the ability to stay fully engaged in the moment.
- Imagination – the willingness to see possibilities beyond what currently exists.
When these elements combine, they create interactions that feel human rather than transactional.
Turning Small Actions into Impact
Moments of connection do not require significant investment. They often begin with simple behaviours:
- Listening without interruption.
- Sending a handwritten thank-you note.
- Following up after a meeting with genuine interest.
- Offering unexpected value to a client.
These actions build trust and open the door for opportunities that would not exist otherwise.
The Role of Courage
Inviting serendipity into your business requires courage. It involves making decisions without certainty and acting even when the outcome is unclear.
Courage allows you to:
- Test new ideas.
- Show vulnerability in leadership.
- Engage with clients in a more authentic way.
Over time, these behaviours become habits that strengthen relationships and create growth.
Applying Serendipity to Customer Experience
Unexpected moments of delight often define the strongest customer relationships. A thoughtful gesture during a problem or a proactive solution can leave a lasting impression.
These experiences are what customers remember and share.
Final Thoughts
Believing in serendipity is not about abandoning strategy. It is about blending intention with openness.
By acting with heart, staying present, and using imagination in your approach to business, you create space for unexpected opportunities to appear.
Over time, those opportunities can lead to stronger connections, better outcomes, and sustainable growth.
