Manage the Small Details

There’s no way to overemphasize the point that every impression is an important one. In Customers for Life, Carl Sewell and Paul B. Brown point out that customers look at everything in your organization as a sign of its quality. They ask themselves, “If that’s how they take care of their restrooms, how’ll they take care of me?” If the flip-down trays in an airplane are dirty, are the airplanes properly maintained? Customers notice if phone calls are answered promptly and whether the person addresses their question or directs them to someone who can. So, manage the small details. It’ll make a bid difference.

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About Frank Sonnenberg

Frank Sonnenberg is an award-winning author and a well-known advocate for moral character, personal values, and personal responsibility. He has written 11 books and has been named one of “America’s Top 100 Thought Leaders” and one of “America’s Most Influential Small Business Experts.” Frank has served on several boards and has consulted to some of the largest and most respected companies in the world. Frank’s newest book, BECOME: Unleash the Power of Moral Character and Be Proud of the Life You Choose, was released June 2024.

Additionally, his blog — FrankSonnenbergOnline— has attracted millions of readers on the Internet. It was recently named one of the “Best Self-Improvement and Personal Development Blogs” in the world and continues to be listed among the “Best Inspirational Blogs on the Planet.”