Sweating the Small Stuff to Drive Revenues
By Richard D. Hanks Chairman and President, Mindshare Technologies | April 15, 2010
Don't "Sweat the Small Stuff" - A Saying That Works Better for Life than for Service
Have you heard the saying, "Don't sweat the small stuff?" I don't know who the original author was, but I'd be willing to bet you two things:
1) They didn't die of a Type-A heart attack, and also,
2) They didn't succeed in the service industry.
As with many absolutely valid aphorisms, this one makes perfect sense in one context and yet is completely wrong in another. "Don't sweat the small stuff" is usually followed by... how to keep your cool in stressful situations, or how to focus on the really important things in life - like family and relationships, goals, and priorities. I agree. I'm a believer. I mumble these words to myself all the time. I often find myself getting caught up in what my dad often called the "thick of thin things." So, find out what's important in your life and let the rest go. Great advice.
However, in the context of the service provider experience, it is actually the "small stuff" that separates the winners from the losers. It is mistakes with the small stuff that the customer uses to make future purchasing decisions. If my towels aren't fresh smelling, or the fish is greasy, or the remote control battery for my TV is dead... I don't really care how great your hotel's branding is, how much of an imapct your advertising appears to have, or how attractive your decor.