Little things that make the biggest difference

21 11 2007

Many business owners are so close to every part of their business because  they are responsible it ALL of it.  What I do most often as their consultant is I show them the impact that the little things have on the bottom line that they never noticed.Unfortunately those negative little things absolutely destroy businesses. Listen businesses don’t fail because somebody stopped trying  just the opposite is true. Most business fail because they are trying to hard in the wrong direction. So many time I teach business owners how the little things they do make more of a fundamental difference than the huge things. I show them how specific actions or intangible assets are the things that create long term success. For the most part the physical aspects of any business don’tmmake nearly as much of a difference as the things that you can’t see.

An biggest of them all is attitude (yourself, your employees and your customers) and it surprises me how many people in businesses think that it doesn’t matter. They think people don’t care or notice attitude. Everyday you wear you attitude on your sleeve and there is not a single person that doesn’t notice it. Like in the earlier post on colors and judgements, your attitude you have is how people judge you what you do, think, say and in your case if they will do business with you or not.

The reason I’m bringing this up is I was doing some shopping tonight myself.  It astounded me how many salespeople at the mall (one of the most successful in the country) had either bad attitudes or apathy(they just didn’t care about the customer). I began to wonder how we got to a place where we accept this as customers. The experiences I witnessed other people having some where scary and downright disrespectful. Then I watch CNBC and see retailers are having tough quarters and cutting 4th quarter forecasts. Do this people (CEO and board members ETC) actually go to their store and look at the product they are putting out? By that I mean the sales person on the floor that argues with a customer or is on their cellphone with a friend(yes I saw both tonight)? There are customers that those employees don’t realize that are making judgment about their WHOLE company based on that ONE person. GREAT attitudes are free if you make sure you hire them in the first place.

S o I want to leave you with this question for all of you and your employees that will create a minefield of gold where these other people see only losses.

What have I done today to give my customers OUTSTANDING service?

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22 11 2007
Little things that make the biggest difference

[…] Insightful Business Ideas created an interesting post today on Little things that make the biggest difference […]

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