Minor Details Produce Great Results

Published on February 24, 2012

Six years ago I was in a Cheesecake factory with my daughter having dinner.  I was so impressed with the service I asked the manager for her card and told her I would send a signed copy of a book I wrote, The Complete Idiots Guide To Great Customer Service.

Last year, five years since I sent that book, I received an email from that manager.  I have no idea how she tracked me down.  I didn’t even know who she was until she reminded me in the email that I sent her the book.  She went on to say:

“I am not writing because you sent me the book, although it was a pleasant surprise when I received the package. What I want to share is how I was so impressed that you knew how to spell my name.  To this date, my own company still spells my name wrong on my paychecks”.

Imagine that, five years later, I get an email out of the blue because the act of spelling someone’s name properly meant so much to them.

Little details create great results.  What details are you missing paying attention to that can make a life long impression on the people you serve?