You know what I think would be fascinating?
Ask a bunch of people:
What’s one tiny thing a business does that immediately makes you like them more?
Not:
“Excellent customer service.”
That’s the corporate survey answer.
I want the REAL answer.
Maybe it’s:
The hairstylist has a phone charger.
Now we’re talking.
😂
Because customers notice things businesses don’t always realize they’re noticing.
WE SPEND A LOT OF TIME ON THE BIG STUFF
When you’re running a business, there are plenty of enormous things demanding your attention.
Your offer.
Your pricing.
Your branding.
Your website.
Your marketing.
Your content.
Your actual product or service.
Those things obviously matter.
But that’s not the entire customer experience.
There are dozens of tiny interactions happening between those bigger moments.
And your customer is experiencing all of them.
SOMETIMES “GOOD” JUST FEELS EASY
Think about the last time a business made something surprisingly easy.
Maybe you booked an appointment and immediately received everything you needed.
Address.
Parking information.
What to bring.
Cancellation information.
What happens when you arrive.
You didn’t have to ask five questions.
You didn’t have to hunt through Instagram Highlights.
You didn’t have to call.
You simply thought:
Great. I know what I’m doing.
That’s an experience.
And there’s a good chance nobody inside the business thought:
THIS PARKING-INSTRUCTIONS EMAIL IS GOING TO CHANGE EVERYTHING.
😂
It didn’t have to.
It just removed friction.
PEOPLE REMEMBER THOUGHTFULNESS
Then there are the little things that aren’t strictly necessary.
A handwritten thank-you.
Remembering someone’s name.
Remembering their usual order.
A thoughtful package.
Checking in after a service.
Having something available that customers frequently forget.
None of these necessarily require an enormous marketing budget.
They’re simply evidence that someone thought about the person on the other side of the transaction.
And people notice.
CLARITY COUNTS TOO
One of my favorite forms of customer experience isn’t glamorous at all.
Clear information.
Tell me the price.
Tell me what’s included.
Tell me what happens next.
Tell me where I’m going.
Tell me how long something usually takes.
Tell me what you need from me.
Please do not send me on an archaeological expedition through six website pages and three Instagram Highlights.
😂
Clarity can feel like hospitality.
You’re removing unnecessary uncertainty for somebody.
That’s valuable.
THIS IS ALSO MARKETING
Marketing isn’t only the thing that gets someone through the door.
The experience after they arrive matters too.
Because customers talk.
They recommend.
They return.
They remember.
And when somebody says:
“I really like going there because they always…”
whatever comes after because is interesting.
That sentence can tell you a lot about what people value.
ASK PEOPLE
This is why I love questions like today’s.
You don’t always need a formal customer survey.
Sometimes you can simply listen.
Ask people:
What’s one tiny thing a business does that immediately wins you over?
Then don’t rush to explain anything.
Read.
You’ll probably notice patterns.
Ease.
Communication.
Recognition.
Thoughtfulness.
Speed.
Comfort.
Clarity.
Convenience.
Little details that made somebody feel considered.
That’s useful information.
THEN LOOK AT YOUR OWN BUSINESS
Don’t copy every answer.
If somebody says they love getting candy with an order, this is not your official instruction to purchase 4,000 lollipops.
😂
Instead ask:
What does that answer represent?
Maybe it’s surprise.
Thoughtfulness.
Convenience.
Personalization.
Then think about how that idea could naturally fit YOUR customer experience.
THE LITTLE THINGS AREN’T ALWAYS LITTLE TO THE CUSTOMER
Something can take you thirty seconds and still matter to somebody else.
A clear email.
Remembering a preference.
Adding useful instructions.
Labeling something properly.
Responding kindly to a question you’ve answered 900 times.
You may barely think about it.
They might remember it.
And that’s why customer experience isn’t only about huge gestures.
It’s a collection of moments.
Some big.
Some tiny.
Some so ordinary the business barely notices them.
But the customer might.
So I’m asking you too:
What’s one tiny thing a business does that immediately wins YOU over?
And please…
Give me the oddly specific answer.
Those are always the best ones.
😂
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