The only real differentiator in most industries now is the level of service and attention to detail. There is competition everywhere, sometimes down the block, other times halfway around the world. We all have customers - and we all have bosses to point out the shortfalls in our performance (often, our bosses are our customers themselves). You don't have to have worked in a restaurant to understand the point here.
My boss (his name was Louie - rest in peace) told me that a good busboy and a good dishwasher are two of the most important jobs in a restaurant - because everyone notices a lack of cleanliness. In the end, it wasn't that these individual processes were important taken as a whole, the work I put into these details added up to a positive customer experience. There was no doubt that this simple detail made a world of difference. I didn't think it was a big deal at the time, but my boss took me to another table that was setup properly and asked which table looked better. Once, I was scolded for being somewhat haphazard in laying out paper napkins. Or why dishes, glasses, and silverware were placed in proper order in front of each guest. In learning the job, I began to understand why tables had to be thoroughly wiped down so that no bit of food were still stuck on the top. My boss was a Greek immigrant and former business owner who understood the values of hard work, focus on quality, and of course, attention to detail. My first job as a busboy in a local country club taught me valuable lessons about seemingly insignificant details that added up to a warm and comfortable customer experience. Failure to provide simple instructions or setup parameters may cause the client to have to stop, call back for more support, and in turn lose valuable time and money in the process. In fact (in the western world at least), we've been trained to expect a less than satisfying interaction in almost all cases.Īs an IT professional, my job is to pay close attention to detail when dealing with our clients, so that their productivity level is high, their data is secure, and their questions are answered.
How many times have we dealt with surly customer service, inattentive counter help, or poorly written instructions. Lack of attention to detail can bring an adequate experience down to one that is truly abysmal. In any service industry, attention to detail separates the adequate from the exceptional.
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