public relations

It’s the little things …

Now that’s an adage that we can all appreciate I’m sure.

Whether it’s entertaining a small child or dealing with your significant other, it’s the little things in life that really make an impact. Sure the large gestures and the theatrics are nice for a change - but the small, mundane everyday things are what really make a difference and are remembered.

This thought came to me as I watched some interesting creatives that the Singapore Government was using - created by the late Malaysian creative genius Yasmin Ahmad I believe - that focused on family values. The take away was made up of all kinds of things - but one of the key things that stuck out was how you remember your family for the small habits they have. The things they do all the time.

Now think about that for a minute - what is it that your business is doing all the time that people remember you for?

Service and excellence - generally being a leader - is all about consistency of action on these small things. Being seen in the right places all the time. Being heard in the right forums all the time. Having the same excellent customer service all the time. Having products and services that are of a similarly high level of quality all the time.

You get the picture. All the time.

Think about it - why would you pay almost three times the price for a cup of coffee at Starbucks when could get the same thing at your corner coffee shop for far less? It’s partly due to the expected quality of servie and consistency that you take as a requirement. The moment you forget that you start to see your bottomline fail.

McDonalds is another example. Let’s be frank - none of us eat there (or very few!) because of the quality of their cuisine. But it is predictable, repeatable and totally expected. All the time.

Repeat that to yourself - all the time.

So what businesses or service providers can you name that have taken this simple rule to heart and practice it consistently?

© 2009 Journeys Through The Line.