RealitySells

Thank You and No Thank You

The afternoon was packed with things to do.  Errands, a meeting, the post office, and the inevitable unplanned interrupting diversion. 

My first stop was to drive through the bank to make a deposit and get some cash.  I signed the check and shot it over to the teller.  She said hello and went about the transaction.  A few moments later the tube returned with the cash.  I stretched out and retrieved the tube, and removed the envelope.  Written on the outside of the envelope was a handwritten note that said: Thank You and the tellers name. 

That was a nice thought. It wasn’t a big gesture, but it was one I noticed.  And to be honest, appreciated.  It made me start to think about the little things.

Are we spending so much time trying to solve the big problems that we forget the simple little things? 

I was now paying attention to the little things.

My next stop was to a fast food place for a burger.  An occasional splurge on a real busy day.  The service was slow.  Real slow.  Slow enough for the, do I stay or do I drive off argument to be taking place in my mind.  At the last moment with my brain shouting go, go, go the car ahead of me moved and I arrived at the pay window. 

I took a leap of faith and paid the person, hoping that they would actually be able to serve the food I ordered by the end of the day. 

The person took my money, closed the window to fend off the cold, and then handed back the change.  The window shuddered closed without a word being spoken. 

Not one.

No, thank you.  Or here’s your change, or pull forward.  Just cold silence.

I often find myself saying thank you to the clerk in these situations just to break the silence.  But not this time.  This time I let the silence hang in the air. 

After waiting again, I pulled forward where the second window opened, the food came out, and as the window closed, and the employee turned away. 

Again, dead silence. 

The whole order took over 15 minutes.  No appreciation for receiving my money, No apology for wasting my time. 

Two very different experiences only moments apart.  But because one person decided to take advantage of the simple things, and a couple of others decided to ignore them, I came away with a pleasant surprise, and a bad taste in my mouth. 

It is so common for people in business to get wrapped up in large initiatives, big plans, and the thoughts of strategy, that the little things get set aside for later.  We know we need to work on customer service training, but we rationalize that we really should wait to do it when we get the new menu, or that new policy we are working on in place, or at the next staff meeting. 

But, the reality is that there is always some little thing that needs to be fixed right now, and in the morning, and the day after.  Resolve to knock out the little things everyday, and the message will get out that you care about the details, and the service you are giving.  Pick up the trash, wash the window, coach the new kid, point out the shortcomings, reward good behavior, clean your desk, make the phone call, walk around and see what is happening.

And of course, make sure everyone says thank you.