The Little Things Make A Big Difference

When a company does the little things to make your interaction more enjoyable, it goes a long way.

Over the Christmas break I spent some time in Chattanooga, TN at the Doubletree Hotel.

While Doubletree is best known for its warm chocolate chip cookies, it was some of the other things they did that really made the difference:

–   They called a nearby hotel with an indoor pool so my kids could go swimming.

–   The clock radio had pre-set stations listed as rock, news, pop and sports, so I didn’t have to navigate unfamiliar stations.

–   Even the language they used for the ever-present room signage made me appreciate the experience that much more.

Current economic trends might be preventing you from increasing your marketing spend, but that doesn’t mean you can’t make a positive impact on your customers by making small, positive changes in how you do business.

  • I’ve seen home service companies bring the newspaper to the door or clear cobwebs from around the house.
  • Publix employees still bring your groceries to your car and they are not allowed to accept tips.
  • I’ve received a personal note from my Nordstrom’s sales person.
  • Zappo’s typically upgrades shipping to next day air.

In this day of social media – where anyone can make their opinion known to millions – doing the little things to make a positive impact can go far. And often these little things don’t cost you anything.

As you look at 2010, share what you are doing to make a difference with your customers.

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1 Comment

Filed under Customer Marketing

One response to “The Little Things Make A Big Difference

  1. Kristen

    One little no-cost thing to add… I urge and help my clients to rephrase messaging to the most positive impression you can make by avoiding negative words when possible.

    For example “When current economic trends might prevent you from increasing your marketing spend, you can still make a positive impact on your customers by making small, positive changes in how you do business.”

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