When I lived in North Carolina and went into the office every day, I would pass by two Starbucks locations before stopping for my coffee at the third location. There was something about that third location that I just liked – they knew me by name, they knew how I liked my coffee, and they started it as soon as I walked in the door – before even ordering. With all the people that came through those doors, they remembered my preferences and that caused me to pick that location day after day.
I recently spoke with Warren Lackey, a customer of A Cleaner World on North Main in High Point, and asked him if there was something in particular that kept him coming back. “Veronica, the manager, is always smiling and calls me by name, which is so rare these days,” explained Mr. Lackey. “Not only is she friendly and helpful, but she consistently pays attention to those little extra details like how I like to have my shirts finished and the way I prefer to have my clothes placed in the car.” It’s those little things by both Veronica and her staff that’s caused Mr. Lackey to choose A Cleaner World week after week for at least the 17 years that I’ve worked for the company.
When you stop and think about it, many of the choices we make are based on such small things but that are somehow so important – at least to us. Sir Arthur Conan Doyle, best known for his stories about Sherlock Holmes, was right when he said “It has long been an axiom of mine that the little things are infinitely the most important.” Agreed.