Comments on: The Small Things That Make a Big Difference

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By: BT and Virgin Broadband - Vive la Différence?

BT and Virgin Broadband - Vive la Différence? — Tue, 04 Aug 2009 12:23:37 +0000

[...] not big and it’s not clever. I guess it’s another of those small things that make a big difference. [...]

By: Emily Coltman

Emily Coltman — Mon, 08 Jun 2009 11:53:34 +0000

I agree both ways up.

You need the core business activity to be done properly (that is repairing the laptop / servicing the car).

But it’s what Paddi Lund http://www.paddilund.com/content/view.asp?&ref=aec calls Critical Non-Essentials (CNe’s for short) that make you talk about a business and use it again.

That’s attending to things like cleaning a laptop that’s in for repair, or valeting a car that’s in for service. Or hoovering the carpet when you’ve fitted new windows.

Something outside the core activity that will make your customers sit up and take notice – and tell their friends about you.

By: Tom McClelland

Tom McClelland — Mon, 08 Jun 2009 08:15:12 +0000

I have a slightly different take on this. For me the key thing is whether or not the contracted service is delivered properly with everything that you asked them to do done to a professional correct standard. I’m a long-time Mercedes man too, but I no longer use franchised dealers for servicing, except during the warranty period.

What I noticed was that my car would always come back looking as if it had the benefit of a full valet service (evidently my local dealer was more switched on to this particular aspect of customer service than yours was), but frequently the actual job I’d asked them to do would be done poorly or not at all. Now I use a local non-franchised Benz specialist who always does exactly what is asked, and does it for half the price. But OTOH my car comes back exactly as clean or dirty as it was when I gave it to him. So yes, it is nice to get the warm human touches, but without competent service they are insufficient to maintain loyalty, for me at least.

By: funkyInteriors

funkyInteriors — Fri, 05 Jun 2009 15:03:55 +0000

Where abouts do you live again Duane? ;-) I need a nice ‘new’ laptop.

Seriously, they do say a little can go a long way and this is a good case in point. Well done Sony. Will bear them in mind next time I need to purchase a new laptop (if I can’t get hold of yours that is..)

By: Richard Osborne

Richard Osborne — Fri, 05 Jun 2009 11:45:51 +0000

I’m also a big fan of Sony products, they always just seem to be nicer than others in their looks .. which sadly is more important to me than processing power etc. However with the two same organisations you refer to I have had the complete opposite experiences as I wrote about in my own blog;
My Mercedes experience @ http://is.gd/P4Mq and then my Sony experience @ http://is.gd/P4NK
Despite everything though, you are spot on in that so many companies overlook the simple and cheap ways to give that warm cared for feeling to their customers.