While it’s true that we shouldn’t sweat the small stuff, that’s not to say that small details are not important. Really, we are talking about two entirely different things.
Indeed, “the little differences often make the big differences” and those who understand and — just as importantly — act upon this principle tend to meet with great overall results.
I remember years ago reading the book, Wooden by John Wooden and Steve Jamison and being fascinated in discovering that the hugely successful coach (considered by many the greatest coach of all-time in any sport!) began each season by teaching his players – some of the most talented and highly-recruited youngsters in the country — how to put on their socks and sneakers correctly in order to avoid blisters. Little detail…hugely important, however, when it comes to playing at optimum efficiency, right?
Running into super-entrepreneur and mega-successful author, Harvey Mackay yesterday at the Minneapolis airport on my way back from that great city, I was reminded of an incident from his recent book promotion for his newest bestseller, Use Your Head In Order To Get Your Foot In The Door.
He and his team (yes, including Harvey personally) were setting up appointments with all sorts of us whom he felt could help spread the word about the book. Being a huge “Mackay fan” I was eager to help. I also referred him to my great friend and often joint venture partner, Thom Scott; a marketing expert with huge reach in social media.
I asked Thom if they’d spoken yet and Thom told me that Harvey left a voice mail message for him with a suggested day and time.
“I know that he lives in a different time zone. Are you sure you both know whose time zone it’s set for?” I asked.
“Absolutely” replied Thom. “He made sure to let me know the call was my time; Eastern Time. He’s much too much of a pro to allow that base to go uncovered.”
Very true. I’ve often noticed that in Mr. Mackay’s writings and teachings. He does not get caught with the details — or little things — being missing or misunderstood.
Interesting to me is that so often, when emailed for an interview, the show’s producer will send me a time without any time zone clarification. I’ll then have to write back and check (which I learned to do after the first time this came back to haunt me many years ago while promoting my first book) and, more often than not, will find it was their time zone; not mine they had listed. It’s often the same with clients when setting up a pre-convention discussion. Business is — more than ever — transacted between several people and over numerous time zones. This simply just shouldn’t happen…and it need not happen. And it doesn’t with the top pros. At least not usually. 🙂
What about you? Do you control the little things like this and keep unnecessary “SNAFUs” from occurring? Do you think it’s important? What other little things might you suggest regarding this general topic that we can all benefit from?
Please feel free to share your thoughts, ideas and suggestions.
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Bob:
Thank you for the reminder. I have also had an issue with time zones (my fault) and have learned my lesson!
I love your message, thank you for your committment.
Thank YOU, Maureen. And I’ve done the same. That why I smiled after saying “At least not usually.”) You’re not alone. 🙂
I’ll tell you Bob, its often the simplest things that can be overlooked.
I’ve seen sales reps fail to not only confirm an address but miss an important detail like which floor the meeting was on.
How about an important detail such as finding out if anyone else from the prospect’s team will be joining the meeting?
As much as we can go on about these, we’ve all made the mistakes but there is gold in the lesson we choose to take!
My journal is full of these and many more instances under the title of “Make sure you never do that again” 🙂
Thank you for this important reminder!
Respectfully,
Paul Castain
Thank you, Paul. Great points. My “journal” has many of those, as well. Last time I counted, there were…too many to count. LOL
Bob,
I agree that a big focus on small details is a vital part of doing business. I think the details are just as important as the big picture – too many dropped details and the mess is dog tucker. As Paul recounts, simply turning up on the wrong floor can be a mistake too many. Sometimes the missed appointment is the only one you were going to get.
Your article reminded me that Timezones are (for me) a strange beast , and something I am still coming to grips with. I used to live where everyone in my country was in the same zone, and I did little online. It’s a reminder that the game always changes, and we better be up with the changes, or appear ill prepared and uncaring – and then who wants to do business with us? Many times, the details are what changes – small things that taken one at a time don’t seem to matter.
You’ve highlighted this well. Myself, I don’t always look at the notes I make about the things to remember. That’s a change I need to make.
I smiled at the mention of journals with too many ‘never do this again’ notes. I admit to at least a few, also. Isn’t life just continuous college?
Thank you for your words, Bob
Anthony
A continuous college? Yes, indeed. And, one from which I never expect I’ll graduate. The more I learn, the more I realize how much more I need to learn. 🙂
Thanks Bob!
I really connect with Anthony`s concept of life as a “Continuous College”. 🙂
Living in a time zone that is 7-10 hours ahead of most people I communicate with online, I always make sure the time zone is clear.
However, with regard to other small and significant details, I have found that journaling notes and checklists, and keeping them organized is very helpful . Over the years, I have developed this habit so that I can better control and combine my business and my personal obligations and priorities….and I believe that there is still room for improvement 🙂
Bob,
Great article. Letting the little things slip through the cracks is one of my big pet peeves in business. So many businesses promote ‘big ticket’ and ‘high end’ services, and yet these very same businesses are the ones who let the little things slip by.
For example last year I paid $7 to have a CD mailed to me after someone marketed the offer to get it for free, just pay shipping. This is a mentor I was considering working with at a higher level, so wanted to check out their wares and processes. Well the CD never arrived. I emailed the help address listed on the receipt. No reply. A few months later I got an email from this mentor’s office introducing a new assistant there to help provide great ‘service’. I emailed this new person. No reply.
Little things kill big deals.
Thanks for the reminder to sweat the small stuff that matters!
This article never gets old, my most valued app is the world clock, but I would add another detail most “northern emisphere” dwellers forget, when and were the daylight savings time is applied.
To add complexity some countries have shifted those days. I remember when in Mexico you can loose or gain one hour just by crossing the border to the US. I’m now in Chile doing business with Europe, the US and Australia, some dates we have the same time in Viña del Mar and in New York, some dates we are one hour apart, and some days 2 hours apart.
So long story short I email: the call wil be at 9 AM your time (which I think is GMT +8) and 9 PM my time GMT -4 Please confirm.
(that also shows customers you are really working to accommodate to their schedule)