Tie it in a bow

There are some small things that make a difference and show people whether you care.

Some small things that aren’t small things:

• Sports people who walk off screen at the end of an interview before the camera cuts away.
• Visiting a facility but not saying hello to non-management staff.
• Not chewing the fat with a customer at the end of the meeting.
• Interesting software with no demo data so no one can see how it works.
• Getting behind on admin and expecting everyone else to bail you out.
• Routine lateness.
• Asking a question but not listening to the answer.

Or…

• Tying it in a bow.
• Honouring the spirit and not falling back on the letter of the deal.
• Calling a customer or colleague just to say thanks.
• Putting your hands up when you make a mistake, even if no one else noticed. Then doing what ever it takes to make it right.
• Treating someone like a friend from the first time you meet.
• Adding a feature, just to make them smile.
• Asking a question and truly listening to the answer.

The difference between the small things that make a difference and those that don’t? They matter to people. And when it matters, they remember.

Skippy Strategy: What small thing have you been neglecting that actually matters? A phone call, an email, writing the manual, the demo data, the tone of voice, the clock.

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Category:
Managing