Little Things Mean A Lot

Little things mean a lot. When it comes to customer service the little extras can go a long way.

A simple example is DHL – the package delivery company. DHL recently launched an aggressive marketing campaign as an alternative to FedEx and UPS. Well, a business associate of mine works out of his home, and is used to getting priority packages on almost a daily basis. One day, as he was leaving his home for an appointment, he noticed a new package resting on a small table on his front porch. But, what really caught his eye was the newspaper that was underneath the package. That same newspaper was lying in his driveway just ten minutes earlier. That’s right – the DHL guy brought the newspaper up to the door with the package. Now for some of you, this may sound trivial – however, I’ve heard my friend tell no less than 4 other business people about that story. And he’s always quick to point out – FedEX and UPS never did that!

Now, I want you to step back and think about what you just read here. Here's an example given to me from my business associate and passed on to you. There are thousands who read these blogs and by reading this one, DHL just got some great press, do you agree? DHL just picked up a valuable endorsement from a simple act of thoughtfulness by one of their employees. And isn't the true test of your character based on the simple things you do in life EVEN when you might not think others are watching?

Now I don't know if this is taught at DHL or not. And I don't even know who this guy is. But what I do know is that this is a great example of what we should be teaching and reinforcing in our companies. Reaching certain levels of sales awards are a part of every body's company BUT I truly believe if we reward these people for doing the right thing and emphasize it throughout our companies, then everyone will see that "character in action is expected here." You reward these choices and sales will go up because customer service comes right from the heart. And when it comes to customer service - even the smallest thing can reap big benefits.

Comments

[Gina Herner]

I like this posting and feel that in my outside sales, I not only show up with a smile but often do as this DHL driver did and help my customers in small ways like bringing in their newspaper, turning off their headlights left on, close a door letting in a draft, or even help one of their customers if they are busy. The EXTENDED customer service may seem a way of buttering them up (and while that works) it is just the right thing to do! Partnered with sincere friendliness, it often lands me the sale!