Look after the little things – they make the biggest difference
The small detail is equally, if not more, important than the big stuff. ‘If you take care of the small things, the big things take care of themselves’: that’s how the saying goes. But all too often this principle is overlooked in the workplace.
Quarterly goals? Exhibitions and events? Big sales pitches? These are indeed high on the priority list, but take a moment to hone in on the finer details and you may find you achieve even more.
Focusing on the big things alone could mean you’re neglecting those all-important particulars. Take Starbucks’ handwritten coffee cups; hotels that display a personalised welcome on your TV; and waiters who intuitively know whose dish is whose – it’s this attention to detail that consumers love, especially when they don’t expect it.
LUSH spas fly the flag for taking care of the little things, which make the biggest difference to customers. Therapists tailor each treatment to the customer and present a complimentary drink at the end, again tailored to the theme of the treatment, leaving the customer feeling they have received something extra. It’s these finishing touches that customers remember and value.
Customers want to know brands are ‘on their side.’ Arriving at the till to find you’ve overlooked a promotion, then encouraged to retrieve the item you might have missed out on, is the kind of attention to detail consumers welcome. The same goes for honouring a price point to a misinformed customer – the small gestures of goodwill go a long way in customer satisfaction.
Moneypenny strives to show each customer the same precision and care they would expect themselves. A PA remembering a detail of a previous phone call delights and impresses customers and reassures them their calls are being handled with utmost precision.
Small yet welcome gestures go further than a free gift with a purchase or the offer to carry goods to your car, but knowing how to look after the little things is the best place to start on the customer service ladder.