Its apt you mention the “little things” Warren, because it’s really not that hard to differentiate yourself through service — and as you point out, the benefits can be substantial.

Thanks so much for stopping by!

I agree Graham — for most businesses they have to have the service to back up their product, and the product to lay the foundation for their service. Companies that are lacking in either area can have a tough time competing.

Thanks for taking time to comment!

This is good news for consumers and any business that is willing to take care of such little things as paying attention to the customer. Turning somebody into a “brand advocate” Potentially multiply the ROI by 100x or more.

I think complacency is a huge factor in these things Davina. It’s human nature to some degree; why put out more effort than needed when the results will be close to the same either way? But it comes at a price of thinking the results are because of not in spite of the service being provided.

Some restaurants can get away with it, but I think they are the exception. You have to wonder if it does trump service… how come the business is no longer there?

The old man died and his family ran it for about 10+ more years before they closed it down. We still wish it was in town….

Sometimes food and atmosphere trumps service, huh?

I know I’m supposed to respond to your comment Jens, but I’m just thinking about pizza… 🙂

I’m glad you brought up a restaurant, because they can often be successful based solely on good food and a good location. Eventually, something happens though. Someone builds a new shopping center across the street; they are forced to move to another part of town — and now they have to compete. And now the bad service that was hurting them before (no recommendations) is fatal.