SWEAT THE SMALL STUFF
Sweat The
Small Stuff
W
e’ve all heard the
expression “Don’t sweat
the small stuff.” That’s
some good advice. In
business, however, the
details of an operation, company, or even
a concept are the difference between
success and failure. In our consumer-driven
economy, people have become accustomed
to getting things just how they want it, just
when they want them. The concept of a
business may by quite broad, but when it
comes to its execution, the details should
be well-determined and maintained to the
same level at which you hope to succeed.
Details are what keeps clients coming
back, and they will push them away just
as quickly. From the local coffee shop to
the doctor’s office to Wall Street, whatever
business you are in, the details make all the
difference.
DETAILS OFFER OPPORTUNITY
Sorting out the details of how your business
operates offers opportunities to be different
and to be creative. Being successful is
exciting, which is contagious. The more
excited you are about your business, the
more your employees and associates will
be, and that translates to your customers.
Positive creative energy breeds positive
practical energy, which lifts the spirits of
everyone involved.
Being “good” just isn’t good enough
anymore. You need to be great, exceptional,
over-the-top—simply, the best. Consumers
have nearly unlimited access to a vast
amount of options, and they explore all
kinds of options before making decisions.
And they can do so in seconds—not hours,
not days, not weeks. Access to information
can educate a consumer instantly on any
subject, in any place, at any time of day.
What separates you from the competition,
what makes you the best, are the details.
DETAILS GOOD, MICRO BAD
Attention to detail is not the same as the
dreaded “micromanaging.” It is a trait or
habit that can be easily learned, and just
as easily unlearned. By expressing how
important each part of a task is, you convey
the importance of each detail and how it
affects the task as a whole. Conversely, by
ignoring minor details, you send a message
that incomplete is “OK” and that poor
performance is acceptable. It says, “It’s just
not that important.” That leaves the door
open. If that detail is ok to ignore, then
others are too. Inevitably, this will translate
poorly to coworkers and, more importantly,
to clientele. You expect perfection from the
people you pay for goods and services. Why
would you give any less to your customers?
DETAILS ARE THE DIRECT PRODUCT OF
EXPERIENCE
In this case, when you see the word
“experience,” think about lost revenue. Most
seemingly mundane details are derived
from some sort of financial loss—the loss of
a sale, the loss of inventory, or the complete
loss of a client altogether. So what you may
perceive as unimportant was probably the
result of something that happened in the
past that was, indeed, very important. It
could be a clause in a contract, or a part of a
manufacturing process, or simply an order
of operations that would ensure the safety
of you and others. Though you may not see
the benefit—or the underlying reason—for
a particular step in a process, sometime
before you, it was important enough to be
recognized and implemented.
EMBRACE THE DETAILS
So, on this February 9—National Pizza
Day—let us not forget the late Carmela
Vitale. She was the woman who was
granted the patent for the Package Saver,
more commonly known as the Pizza Tent.
That’s the small, three-legged plastic table
found when you open up your freshly
delivered pizza. It keeps the box from
sagging into the middle of your pizza,
thereby ruining the whole event. Her drive
and creative vision are a testament to how
important details are.
What will differentiate you from the rest?
The details will.
STEVE RODERICK, CLCS
ASSISTANT VICE PRESIDENT
JGS INSURANCE
Steve Roderick has recently entered the
Insurance Industry and brings with
him a completely new perspective. With
over 20 years in the Marine Industry, it
was evident that Steve was destined
to fix things, whether it be procedures,
operations, or anything else that crosses
his desk. He works closely alongside
business owners and property managers
to solve their issues through exceptional
customer service.
5