When I was growing up — just before the Designated Hitter became a part of American League play — we used to say that the best American League teams could bunt…and all the National League teams could. Not surprisingly, at that time, the National League was also known as the better league.
For those not into baseball, or sports at all, please forgive the example. Though I must explain something very quickly; a bunt is a “small” move and not often used (perhaps once or twice a game). Yet, the team that can bunt is at a distinct advantage.
The point: little things so often make a big difference and help obtain big results. It’s the difference between the hotel employee responding to a “thank you” by saying, “no problem” while his counterpart at the Ritz Carlton says, “my pleasure.” And there’s an even bigger difference between the high schooler working part-time using the first or second response!
If you have a retail establishment is the floor kept clean? Or, is it kept so spotless that one could eat off it if one so desired? (Assuming one would ever so desire which, hopefully one wouldn’t!)
Harvey Mackay’s Famous “Mackay 66” — mentioned in his books, including his newest one, is perhaps the ultimate tool for learning everything you can about your customers. In our recent interview, he again stressed how important going the distance is in terms of details.
If you plan a client event, do you simply show them a nice time, or do you research every individual client’s desires to the point that the entire event is one value-based surprise of delight after another. My friend, Lou Imbriano, provides a glimpse of how-to in this post and goes into detail in his newest book, Winning The Customer.
Yes, you’ll get by, and can even do well, doing everything correctly. But, if you really, really want to separate yourself from the pack and achieve stratospheric success, then pay attention to detail; every detail, and communicate that through your actions.
Is this something you are able to do in your business? And, if so, how?