Small Things Often Make the Difference

Many, if not most, of us are in the business of creating moments that matter for other people. To be sure, if we're good at it our businesses can flourish and yet many of our toughest challenges lie not in the big picture but in the details.

Customer service leader John DiJulius, author of the Customer Service Revolution, highlights many of these small things in action. For example, a surprisingly simple one is his "point versus show" rule. When asked a question, don't just point to where the answer is--show someone (pointing to a website link, for example, as compared to "let me send that to you").

It turns out that--surprise--those small moments count and the empathy displayed in the "point v. show" rule can convert many a first-time customer into a long-time repeat-customer. So, as spring unfolds into summer, one good thing to refresh is the quality not just of the big idea but perhaps, more importantly, the quality of the smaller moments within our business experience.

Clark Twiddy, President of Twiddy & Company, is the author of our Leadership Corner, published on our blog the third Tuesday of each month. He can be reached at