It’s the Little Things

Photo (CC) by Sherman Geronimo-Tan, on Flicker

Did you ever have a really good idea only to see someone else jump on it first? Well, this blog post is representative of that. I came up with the idea last week and as I got ready to write this blog appeared in my email, “This Place is Perfect.”

So my options are to forget the idea or to build on it. Since I firmly believe in the idea, I chose build.

Let’s start with a basic premise – The people who are your ongoing, repeat customers are coming back not for the one big WOOHOO experience they had. They return because of the ongoing little things. Some examples include a smile, knowing your name, cleanliness, organized, stocked shelves, and easy to please. It’s also things like a clean bathroom, convenient parking, bags that don’t rip, and even help carrying out your purchases.

It’s also knowing your customer and aiming to meet any special wishes. I try and avoid shopping bags when possible. One store I frequent knows to ask if I what something bagged or not. I also know of stores that set things aside as they know certain customers want the item but won’t be able to be in until a few hours or days later.

As Rescue Marketing’s post notes, you want your small things to surprise people. Watch the competition and do everything they do, only then do a few things even better.

Remember, it’s the little things that make people your long-term customers.

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About Glenn Muske

Glenn Muske is an independent expert on rural small business, working as GM Consulting – Your partner in achieving small business success. He provides consulting, and writes articles for county extension agents and newspapers across North Dakota. Previously, he was the Rural and Agribusiness Enterprise Development Specialist at the North Dakota State University Extension Service – Center for Community Vitality.