Do you pay attention to the "small" things.

Hi everyone, I'm Jason S. Bradshaw and this is Talking Points Live, the daily weekday live version of my fortnightly newsletter, Talking Points with Jason. You can subscribe to the newsletter at Jason S. Bradshaw.com or of course on LinkedIn. And while I've got your attention, don't forget you can reach out to me on all social platforms at Jason Sbrprad Bradshaw. Today, the topic is a question around do you pay attention to the small things? There's this story, and it's been told many times that Steve Jobs was obsessed, as obsessed about the inside of their products, the design of the product inside internally, as he was about the external design and the user experience. He was obsessed with the small details. Now, you could argue that there's no discernible improvement for customers because of that obsession. I would argue that because of that obsession, he created a culture where at every touch point, the attention to the small things led to creating an ecosystem of products and services that people rave about, that people to this day line up to purchase. But of course, Steve Jobs is not the only person to obsess about the small things. If you're watching yesterday, you would know that I was traveling or that I am traveling rather. And so of course that necessary necessitates a stay at a hotel. And it got me thinking when I was contemplating today's life, my experience at this property compared to, say, my experience at a Walt Disney World resort property or a Disneyland resort property. You see, as I walk from the hall to my room, I pass a number of touch points, a number of small things that clearly don't get any attention at this hotel. There is dust. Not like a fine film of dust, there is built up dust which probably collected over years in various components along the way. That certainly doesn't reinforce in my mind that this property pays attention to cleanliness. But okay, maybe you think I'm nitpicking. What about the door to your hotel room? Do it have chips out of it, paint chips out of it, or should it be clean and pristine? I am, after all, staying at a five star property, so I don't think it's too much to expect that the property be well maintained. Now, this is in stark contrast to every experience I've had at a Walt Disney World hotel. You see, at every trip that I've had, I've always seen maintenance personnel maintaining the building, repainting a kickboard, fixing a mark on a wall, of course, the janitorial team cleaning. And it got me thinking that Walt Disney World resorts are, and Walt Disney World is highly profitable. The hotel that I'm staying at now, I assume is profitable. They're out of a large, very profitable brand. But yet they give two very different experiences through the intention and attention they have on the small things. So I would without doubt recommend any Walt Disney property that I've stayed at, and I would always stay choose to stay at one. In fact, the last trip I had to Orlando, I took the unusual decision not to stay at a Walt Disney property. And the stark contrast in cleanliness was just one of the many reasons reinforcing the value of paying attention to the small details. So at this property I'm at now, there's new. Even now, as I'm on this call on this live, I can look into my room and see numerous examples of just attention not being taken to upkeeping the property, maintaining a level of finish that is fitting of the brand. If you're staying at a premium brand, you expect a premium experience. And I know someone watching this is probably thinking, well, they probably have a 10 year maintenance schedule. They, they probably do. Or you could take the Disney approach, where every day is a day of maintenance so that you don't need to close down half the property to maintain it in 10 years time because you've continually maintained it. Take the Sydney Harbor Bridge. They're why? Because if they didn't, it would deteriorate. And it's not a job they can just do in a day. The attention to small things make a big difference. Let me give you another example. If you drive a internal combustion engine car, the likelihood is that when you picked it up from the dealership, you didn't pick it up with a full tank of gas. And I know dealers out there that pride themselves on how much they save by not giving you a full tank of gas. Yet, having worked in the automotive industry, that is a key touch point. A small thing, yes, but a key touch point that customers complain about. By failing to look at the small things, by failing to maintain the small things, you are creating reasons for your customers to doubt your true intentions. How can you be a premium brand if you are not premium in everything that you do? So my challenge to you today is to critically look at your customer's journey. Are there touch points that are not obvious, but are visible? And are you paying attention to making sure that they deliver to a standard that is reflective of your brand? Because when you do, you will have in your business breakthrough success. When you do, you'll have customers that won't have doubts about whether they made the right choice about the value that you're getting that you're delivering. So I challenge you. Look at the non obvious customer touch points and how can you improve this? As always, I'm here to help you have breakthrough success in your business. And you can connect with me at Business Breakthrough Coaching Net. At this time of the year, I open up my coaching program to new customers. And certainly if you're looking to accelerate your success in 2024, this is a program for you. The coaching program business coaching business breakthroughcoaching.net is an application process. So we'll have a chat before you need to put any money down to make sure that we're a great fit and that I'm comfortable that I'll be able to support you on your growth journey. So that's Business Breakthrough Coaching Net. But remember, action is the first step in everything. So whether it's filling out the application form or whether it's getting out and walking in the steps of your customers to understand the not so obvious touch points that could be impacting their overall impression of you, of your brand, and of whether they've made the right decision to do business with you, I'm Jason S. Bradshaw. You can reach out to me on my website, Jason sbradshaw.com I hope I see you in the business coaching program in 2024. Have a great rest of your day. Thank you.