It’s all in the Detail

How many people do you know that say '...it's the small things that matter most in life?'

How important is it to receive a smile or acknowledgement when you walk into a store and have a hello, please, thank you and goodbye during the sales process.

How about if something goes wrong and the customer needs to be there for a while while you sort it out.... what about offering them a cup of tea?

Every interaction counts with a customer and that is both the small and the big things. 

Big things include getting the right payment and delivery date as scheduled. Small things include the 'Thank you'..... and that cup of tea!

They are all relevant and all important. In fact I have thought about all the amazing interactions I have had during a purchase, and it has always been the small things that make the difference for me. The eye contact, the use of my name, and the thank you. 

It is in those first few seconds that an impression is made and this is usually the tiny things that support your decision to continue with making a purchase. 

This seven seconds - which is how long we take to make a decision and about someone or something and create a first impression about that someone or something - is key. 

This week, at work, a few of us were working to solve an issue with a customer. I am a big believer that we all make mistakes but its the solution that counts. We knew the customer may have had to spend some time with us and so we offered them a drink. Their faces at the end of the situation when it was solved were a picture - the reason we all feel we do what we do as well as a gratitude moment for my about how much I love my job. I keep thinking it was a host of little things that got us to the positive outcome including that tea, treating the customer kindly, listening and being honest.

As another example, a few years ago I walked into a hotel in Berlin and I was tired. I was carrying my laptop case and wheeling my bag. I needed to get a lot of work done too. The member of staff behind the reception greeted me with a warm smile, asked how I was and my name to get my room sorted. Without me having to say anything, he said that he would book me a quiet room to help with work as he noticed my laptop bag. This was incredible and I instantly felt less tired by this small piece of thoughtfulness. 

Listen to the customer. Watch their body language and faces to add to your information to help them. Make every interaction count!