Are you the type of person that notices when the little details are handled very well…or very poorly? I certainly am. And it’s the accumulation of those details that can make or break an experience because of how our brains process all of this information. If something stands out—for better or for worse—we tend to remember it. When we remember things, we tend to share them. As a business owner, you have a wonderful opportunity to create a memorable experience by exceeding expectations.
The best example of a detail-focused company is Disney. They may be the best of all time. Walt Disney was notorious for paying attention to the most trivial details. But his passion for it became a core value of the entire organization and continues to this day. For example, if you’ve ever traveled to a Disney Park or Disney Resort, every moment is orchestrated. Consider these examples:
- Employees are called “Cast Members”
- Cast Members all wear name badges with their hometown on it
- Guests have the ability to customize “magic” wrist-bands that provide access to parks, resorts, restaurants and retail purchases
- Resort guests using Disney’s Magical Express from the airport will automatically have their luggage transported and delivered to their rooms
- Retail stores will deliver packages back to your room or ship them to your home
- If it’s your birthday, anniversary or first-time at Disney, check in with guest relations and get a button that you can wear all day and get a little extra special attention
- Uniquely-themed restaurants focus on everything from the decor, to the menu to the staff and everything in between
It’s not limited to the parks, by the way. Their movies include that same attention to detail that makes them stand out in a unique way, especially the Pixar-produced films. You see something new each time, whether it’s how the hair (or fur) on an animated character blows in the wind, how the paint on a car reflects the light or how the characters’ eyes or water glimmer and reflect.
Start to think about the little things. The great thing about them is that they are, in fact, little. You can make changes and implement these ideas almost immediately without a huge overhaul of your existing model. Start with setting up a Keurig and offering a variety of free coffees and teas or offering free Wi-Fi. Or it can even be as simple as asking your guests if they are comfortable–cool enough, warm enough–and actually doing something about it. When you care enough about the little things, your customers will feel like you believe that they are worth the effort. The end result is monumental.
What are some little things you’ve done to exceed your customers’ expectations?