Little things make a big impact.
I mentioned in a previous article how an airline saved hundreds of thousands of dollars per year by removing a single olive from their salads. It’s a little thing that made a big difference. What little things are you doing to help your clients, your business, your productivity? If you’ve not found out already, it’s small things that can sometimes make the biggest differences. Here’s a list of mine (but they don’t have to be yours).
Screencasts. Most of my clients use a Content Management System for their websites, so I’ve taken the time to create a number of screencasts that would help them out in performing simple to semi-complex tasks involving updating their website. It’s a small thing that I’ve been thanked for over and over again.
Passwords. I make it a point to hang on to passwords that my clients give me, whether it be for ftp access or the CMS or whatever. On more than one occasion have I been requested to retrieve said password because too long had gone by since the client had used it.
Chocolates. I distinctly recall reading an article while in college about an Art Director in charge of hiring a junior designer but coming up with no real contenders. He remarked something to the effect of: “I know it’s nothing to do with talent, but the hopeful-designer that brought me cookies would at least be remembered.” Being the sponge (and fountain) of useless knowledge that I am, I hung on to that tidbit and remembered it the next time I was applying for a job. You never know. That brings me to my next point…
Details. I spent several years in a large volunteer youth ministry. Amidst the thousands of kids there, there were a handful that I saw each and every week. I cannot tell you the look in their eyes when you call them by name. If you can sneak it out of them, catch your client’s birthday, or one of their kid’s names. If you go through the trouble to remember (or jot down) little details about the client, they’ll be more helpful, advertise you more, and be more likely to forgive you if you screw up.
So those are a few of my little things that make a big impact. What are yours? Let’s hear ‘em in the comments.
Matt Hanson:
I found your site on technorati and read a few of your other posts. Keep up the good work. I just added your RSS feed to my Google News Reader. Looking forward to reading more from you.
Matt Hanson
Lynn Cummings:
I’m 52 and have been working in the design industry for 20 years, the past 12 as a freelance web developer. I’ve raised 3 kids and now have 4 grandchildren. Those are my qualifications to say:
Truer words were never spoken than those in your above post. And that doesn’t just apply to the business world. I’ve taught my kids over and over to remember to do small things like this with everyone they come into contact with. We live in a world full of coldness and I think we all crave personalized experiences more and more. Young people rarely send a simple hand-written thank you note anymore. My kids (now adults) have consistently found that doing so has made them stand out ahead of their peers. (Though I hope that’s not the reason they do it!) Simply taking time to be personable with people WILL leave a lasting impression and I’ve never seen it fail.
I’ve been laughed at by my colleagues for including a stamped, self-addressed envelope along with invoices to my clients in an age when most of them have begun sending email or PDF digital invoices. But you should see the reaction and how much more quickly I get paid. I often include some of my photography on the CDs I send clients containing their deliverables. The reaction is usually one of overwhelmed delight.
Nice work,
Lynn
James Paden:
That is such a great idea (the envelope), Lynn. I’m just 24 and would have never thought to do that. Thanks for sharing!
Anna:
What a great post, thank you! This is so true, it also echoes the philosophy of one of my favourite books (”How to win friends and influence people”) which explains how one of the things most important to human being is to feel valued. All those little things - they help people feel valued.
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