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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