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Quick Ideas 46 to 47

47
Little Things with Big Payoffs

Oftentimes potential customers comment on little things,
the end result of which can be huge payoffs if you listen, change,
and react to their feedback. Listening, and demonstrating that
those changes are important, sends a huge message about how
much you care.

A local library had just completed a multimillion dollar reno-

vation and addition. It was beautiful and well-done. There was

even a button to push that would automatically open the door

for people with special needs. However, as a gentleman in a

wheelchair approached the door, it became obvious that the

doorway was too narrow and his power wheelchair barely

slipped through. They needed to put an automatic opener on

the second part of the door

so that both doors would Assignment
open to accommodate those

visitors in wheelchairs. The Make it a rule that ev-

gentleman made his way to eryone within your organiza-

the desk to explain the prob- tion or company write down

lem to the librarian, but she any feedback that could be

had all the empathy and sym- considered important by

pathy of a drill sergeant. Her management.

body language, her facial

expression, and her reaction

to his comments sent the message that she could not have cared

less. Do you care about the little things that bring big results

from your potential customers? Listening to them and making

even minor changes and adjustments can send a huge message

about your willingness to accommodate their needs.

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