“It has long been an axiom of mine that the little things are infinitely the most important.” ― Arthur Conan Doyle
“Sometimes the little opportunities that fly at us each day can have the biggest impact.” ― Danny Wallace
“(I) can’t help but think about how it is the little things we look back on in life. I wonder how often people think that they should pay more attention to them.” ― Erika Lance
Whether it is the chocolate on your pillow, being greeted by name, hearing please and thank you, or someone remembering your preference, small things make us feel valued and appreciated. It’s all about telling your customer that they matter, and that you care.
So get rid of your automated email responses, your ‘fax-on-demand’ service, your FAQs, and all your rote, generic, one-size-fits-all policies that shout that you don’t care, your customers don’t matter, and frankly, you are too busy counting your profits to pay attention to people! I know, you’ll probably have to employ a few more people to replace the machines you’ve come to rely on for ‘customer service’, but the long-term pay-off will be well worth it.
Building real, authentic relationships with your customers will not only ensure their loyalty, but you will be surprised at the wealth of feedback (not to mention free market research) you will gain.