No matter what business, it’s the small things that differentiate.
I think this concept can be hard for some to understand. Doing a good job with the technical side or the deliverables is a prerequisite for sales, and if one does not have these, it’s a nonstarter. But when it comes to customers forming an opinion of any organization, it’s not the flash or the gloss, but the boots on the ground. Every interaction between someone in a company and the customer matters. No matter where you are on the ladder, it matters.
I was reminded of this earlier today. I had ordered a pair of golf shoes for my visit to Augusta next week. I had no record of my order and when I called the company all I had was my email address. After locating the order the customer rep said they had not shipped. I explained I need them early next week. He upgraded my shipping to overnight, and when I offered to pay, he said it was his courtesy. He said he would be watching for me on tv as we signed off. When I need another pair of golf shoes I know who I will buy them from.
We are not all closers, and that’s okay. We can all do things with a smile and work to make a solid first impression, putting our best foot forward. This is what sets us apart.
