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Little Things

Little Things

My recent trip to Malta and Croatia reemphasized some customer service points.

The server would ask if I wanted warm milk with my coffee. Why on earth would you put cold milk in hot coffee?

The servers brought the credit card machine to the table, so that my card never left my possession or sight.

The airport flight screens indicated how far a walk it was in minutes from that point to the gate of my flight.

These seem simple, and they are. But they make a huge difference. And we’re not talking about the high-end places in London or Paris or Rome, just the average service in smaller cities (St. George’s Bay and Dubrovnik).

What could you be doing that’s very simple and inexpensive but would make a big “splash” with your clients?

(The opposite: Every time someone charges 3% extra for a credit card purchase I consider them amateurish and miserly.)

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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