Little hinges swing big doors

Some years ago I was fortunate enough to interview one of my mentors – Peter Thomson, and he shared an expression “Little hinges swing big doors”. I was reminded of this today when I learnt that it is NHS Change Day.

It really doesn’t take much to make quite a marked difference to someone’s perception or to a customer’s experience. In fact I’ve been following a discussion on LinkedIn over the past week where other customer service professionals have been sharing their thoughts on the little things that destroy the customer experience.

As the list is growing it’s obvious that these are often seen as potentially insignificant things, even done absent mindedly, but to the customer they can make or break the customer experience. And when two or three of these are added together can make a massive difference to the degree of trust and long term relationship.

What struck me from the discussion is just how much is down to the interaction and engagement of the team. Subtle things that take seconds. Such as that initial eye contact as soon as someone walks in, a genuine smile, looking organised and ready for business, using someone’s name, remembering someone’s preferences, the tone you use when saying hello or saying thank you, the use of I, you or we, the use of a positive language. All adding to that first and last impression.

Of course the quality of the product itself will have a bearing, but get these basics wrong – these little hinges – and you have to work a darn site harder on the other stuff to ensure your customers’ experience is a 5 star one.


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