Comments on: It’s the little things ~ v2 http://3i.wildfirestrategy.com/2007/09/12/its-the-little-things-v2/ innovate. integrate. ignite. Thu, 04 Dec 2008 19:50:45 +0000 http://wordpress.org/?v=2.5.1 By: Andrew http://3i.wildfirestrategy.com/2007/09/12/its-the-little-things-v2/#comment-86516 Andrew Sun, 16 Sep 2007 22:41:16 +0000 http://3i.wildfirestrategy.com/2007/09/12/its-the-little-things-v2/#comment-86516 Hehe, yeah they are a little slow there at Timothy's. Still, I think sometimes overfamiliarity means little things get on your nerves. Let me tell you about the things that bug me about my gym... :) On a separate note, the Second Cup at Richmond and Spadina is now closed down. I guess we're now down to "only" Starbucks and Le Gourmand. The little things do matter. I wonder how one little thing can balance out a negative, etc. - in a big store like a grocery store. The cashier at Sobey's on The Queensway chased me to my car because I had left one bag at the cash. That has to cancel out any five minor negatives - how often do we hear consumers today noticing the negatives without thinking about all the "above and beyond" stuff people do to help them, and all the experiences that actually exceeded expectations (like your House of Cheung experience)? Hehe, yeah they are a little slow there at Timothy’s. Still, I think sometimes overfamiliarity means little things get on your nerves. Let me tell you about the things that bug me about my gym… :)

On a separate note, the Second Cup at Richmond and Spadina is now closed down. I guess we’re now down to “only” Starbucks and Le Gourmand.

The little things do matter. I wonder how one little thing can balance out a negative, etc. - in a big store like a grocery store. The cashier at Sobey’s on The Queensway chased me to my car because I had left one bag at the cash. That has to cancel out any five minor negatives - how often do we hear consumers today noticing the negatives without thinking about all the “above and beyond” stuff people do to help them, and all the experiences that actually exceeded expectations (like your House of Cheung experience)?

]]> By: Kevin http://3i.wildfirestrategy.com/2007/09/12/its-the-little-things-v2/#comment-86045 Kevin Wed, 12 Sep 2007 21:04:04 +0000 http://3i.wildfirestrategy.com/2007/09/12/its-the-little-things-v2/#comment-86045 Another great post, but you left out some of my favourite details from the story of House of Cheung. Like how, the first time I called, not having a menu, and asking them to just send us something tasty and vegetarian. Being the indecisive person I am, I can't count the number of times I've asked a clerk for help making a choice and had them stumbling in confusion, having to think about their menu and what might suit my tastes ("omg! the customer is going off-script!"). And how, when I called the second time, as soon as it clicked in the man's head that I had called before (over a month prior), he not only remembered enough to spare me from repeating my address details, but even that he had called from his cell when he got to the neighbourhood, and I met him downstairs to save him from having to search for our hard-to-find door. And it's not like we placed such a large order, or gave a ridiculously large tip. It's so nice to be remembered, just for being a patron! And, yeah, it probably bears repeating: the food is excellent! Another great post, but you left out some of my favourite details from the story of House of Cheung. Like how, the first time I called, not having a menu, and asking them to just send us something tasty and vegetarian. Being the indecisive person I am, I can’t count the number of times I’ve asked a clerk for help making a choice and had them stumbling in confusion, having to think about their menu and what might suit my tastes (”omg! the customer is going off-script!”). And how, when I called the second time, as soon as it clicked in the man’s head that I had called before (over a month prior), he not only remembered enough to spare me from repeating my address details, but even that he had called from his cell when he got to the neighbourhood, and I met him downstairs to save him from having to search for our hard-to-find door. And it’s not like we placed such a large order, or gave a ridiculously large tip. It’s so nice to be remembered, just for being a patron! And, yeah, it probably bears repeating: the food is excellent!

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