What Are You Leaving on the Table?

When having lunch recently with my friend, Susan, she ordered a sandwich with lettuce and tomato. The sandwich arrived unadorned, so she again requested that they add the garnish. The maitre d' took the plate to the waiter who brought it back to Susan saying that they don't add lettuce and tomato to their sandwiches.

(I'll bet you know where I'm going with this....)

People who don't respond to the little things in their businesses - the lettuce and tomato, if you will - might want to reflect on how this may be affecting results.

It's insane to not accommodate the little things for your clients, customers and patients, especially in today's environment. Over time (to continue the analogy), it doesn't matter how delicious the sandwich is, your clientele will go somewhere else to get what they really want.

Now, of course, you may not be leaving anything on the table, but what about your people? It might be time to be a mystery shopper (or ask someone else to do the honors) to discover what your clients and prospects experience when they interact with your company.

Yesterday I was standing in front of a customer service counter and the attendant used me as the excuse to exit a phone call, but then didn't give me the time of day to respond to my request. It's a safe bet that the person in charge has no clue that her employee behaves in this manner.

Take inventory of what's going on your business. Instead of leaving things on the table, set a magnificent buffet that will dazzle even the most cynical spectator.