The devil is in the detail.
Friday, September 10, 2010 at 7:38AM Never underestimate the value of being 'detail-driven' in creating and maintaining a positive impression with your customers. Meaning that, it's the attention to the little things that people notice. In fact, if they 'don't notice', that's even better, as you can get on with business at hand.
I did some consultancy work for a firm that aspired to grow its client base to 'high worth' customers. They were a very smart, switched on group of people.
However, there were 'details' that detracted from their overall business persona.
The big bill item was the fact that one senior staff member ran late for every appointment. There was always a good reason why this occurred, but, it happened frequently both with internal appointments and his customers. His business was the 'apology business'.
Further, getting more 'nitty gritty', there was a certain general disorder in the 'client accessible' areas, such as outdated magazines (when will medical practices stop trundling out New Idea 2004!) scattered across the room, flowers in water that had started to grow slime, a receptionist that wore inappropriate business attire and greeted clients in a parochial and overly familiar manner.
For the most part we get ‘used to things’. The scuff marks on shoes, the pulled thread on a coat button, the untidy reception area, the boxes in the corridor, the stale water in a vase, the tardy employee.
However, the ‘total package’ whether of an individual or a company is constantly being scrutinised by those doing business with them. Take time out to do a ‘detail audit’ and enlist a fresh pair of eyes to check out the loose threads in your office.
To summarise
· Punctuality conveys respect
· Orderly environments suggest orderly business dealings
· Friendly, though not familiar, interactions ensure professionalism
· Personal presentation and grooming communicates self worth and value
Let me know if there are ‘details’ in your business that are devilish!
Maggie
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