Comments on: 25 Details That Count (More Than You Think)

By: (You Know You’re) Slipping (When)… | Maximum Customer Experience Blog

Fri, 01 Oct 2010 07:17:15 +0000

[...] It’s not that you don’t see the clutter/ grime/ burnt-out bulbs/ peeling paint, it’s that you don’t feel like dealing with those little details that mean a lot [...]

By: Kelly Erickson

Kelly Erickson — Tue, 26 Aug 2008 19:28:22 +0000

Rita,

Glad you enjoyed it.

True, I’d be happy to see more homes that follow these rules, as well. A big part of Experience Design is the Interior Design, and there are plenty of parallels between good commercial and good residential design.

Especially the t.p., LOL.

Until later,

Kelly

By: Rita

Rita — Tue, 26 Aug 2008 14:30:08 +0000

Kelly,

What an enlightenment! Most of these details work for every day life. Ironically, I was going to point out the comment on “scent” as well, as I recenlty did a blog that referred to the fact that I won’t even attempt to taste something if its smell offends me. (Mine was on coffee!)

It’s amazing how many business people miss these “little things.” All of them, when taken together, result in two things: a repeat customer and a LOYAL customer.

Thank you for sharing this – and for using good toilet paper! What a HUGE difference that makes!

Rita

By: Kelly Erickson

Kelly Erickson — Mon, 25 Aug 2008 19:26:50 +0000

Lion,

We think as one on this.

I’ve done several posts on scent, because it’s one of the first things a new customer notices and one of the last things an old staffer notices. It never fails to amaze me when I come in to do an audit how many folks are completely unaware of the smell of their office, shop, or restaurant… rarely for the good.

And yes, one of the first things I recommend, as tiny a detail as it is, is to upgrade the t.p. Nothing says “cheap” like making me spend time in the washroom wrestling your one-ply roll.

OMG were things quiet here in January! Thanks for commenting on an oldie but a goodie!

Regards,

Kelly

By: Urbane Lion

Urbane Lion — Mon, 25 Aug 2008 16:31:26 +0000

One of the first rules in cooking is that people ‘taste’ food first with the eyes, then the smell and lastly their mouths. I always find it offensive when I walk into a store and there’s an offensive smell in the air. Sometimes it may be an overpowering cleaning supply. Sure, the place is clean but man does it ever stink! And toilet paper. Don’t skimp on toilet paper! If a company uses 1-ply for their public washrooms, they may also skimp on the quality of the product I’m interested in. Might sound a little extreme but it always turns me off!