For years I’ve talked about an old client that reinvigorated their business by giving their electricians hand-held vacuum cleaners. The idea was simple: when you’re done with the job, clean up after yourself.
Clients called in thanking them not for getting the electrical done right–that was expected–but for not leaving a mess. It is a simple but powerful illustration of how little things make a big difference.
I finally got the shades installed in our new offices. A few are crooked and we’re asking the vendor to come back and straighten them out.
The crazy maker? Metal shavings and debris everywhere. I spent 20 minutes cleaning up after the installers.
So I’m not going to be calling the provider with any positive feedback or to express my appreciation. I’m just going to remember how important it is to pay attention to the details.
Don’t just do what is expected. Do the little extras that make the customer or client remember you in a positive way.
I’m looking for a painter to do a fairly elaborate interior project. As I call for references, my first question is not “how good is their work?” but rather, “how well do they clean up after the job?”
This post reminds me that I need to clean up after my work. As a professional speaker, that means follow up with thank you’s to those that brought me in, and value-adds by being as resourceful as I can to those audience members who email questions or have special requests.
Easy to forget those things as we move on to the next job. and really stupid.
Excellent article for all to ponder. In construction, getting subcontractors back to “close out” at the end of construction, let alone keeping the worksite clean throughout, and getting them back during “debugging” and warranty are often very difficult – off to other work. Yet those who don’t do the above usually leave defective work, and certainly aren’t on the approved list for the next project. Applies to everyone in whatever they do.
Thank you for telling us so succinctly about the importance of full stops especially when it comes to providing remarkable customer service.