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The little things

This is a little piece of paper stapled to a bag that had my burger and fries in it. As a customer, I love extra attention to detail. It can be a smile, a gesture, someone taking a step towards me to hand me the goods I’ve just purchased, or a little note that comes with my take-out food. Little pieces of attention can do wonders. 

It’s not any different in other parts of life. As coaches, we’ve been telling leaders for decades, that praise is one of the most important aspects of employee engagement. A little ‘thank you’ or ‘well done’ can mean the world. Also, in our personal lives we all know, that little well-meant gestures help with keeping up friendships and relationships. 

And yet, we often risk retreating to our own world and forget about these little things. Unless you are one of the few people who always have a smile for everyone, you are probably offering your friends and partner varying degrees of attention. Your love comes in waves. And that’s okay. Everyone knows you can’t be on top of your game all the time. 

Companies on the other hand must be ‘on’ all the time. No one comes happily back to a car dealership, a grocery store or really any other business when the experience is different every time. When businesses spread their love in waves, customer start to disengage.
Many if not most organizations are not set up to deliver a reliable and repeatable experience. Because that’s hard. How do you make 10, 100, 1,000 or even 10,000 employees constantly deliver the little things that warm the heart? 

While there is no simple answer to that question, I can for sure say I will go back to Matt’s Burger Lab not just because their burgers are great, but also because they care about the little things.