The Little Things

Whenever my delivery driver delivers a very light package to my house, he demonstrates he cares about doing a great job in a very simple, very powerful way.

He takes one of the decorative rocks we keep on our doorstep and places it on the feather-light package, which prevents the package from catching a gust of wind and flying away before I can collect it from my front stoop.

He doesn't have to do this: when drivers deliver packages for Amazon, they take a photo before driving away to verify that the packages have been delivered... so if Mother Nature were to steal my package after the driver has left my home, that isn't the driver's problem, it's mine.

In fact, this extra step costs him extra time: it means it takes him ever so slightly longer to complete his daily delivery route. A few extra seconds on my doorstep are negligible, but adding a few extra seconds to every delivery can certainly add up over time.

And yet, by simply placing a rock on top of the light package, that driver has increased the odds that the package will be received.

And that I won't have to follow up with the company to get a resolution about a lost delivery.

And that I will ultimately be more satisfied with my experience.

The driver likely doesn't get paid extra to increase the odds that I'll be satisfied.

But perhaps he should.

Because over time, the little things an employee does to exceed the expectations of their job can do a lot to increase a customer's satisfaction and lifetime value.

Investing in a culture of caring is worth every penny you spend.

And when you're looking for a return on that investment, look for the little things.

Like a rock on a lightweight package, for instance.

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P.S. If you're wondering, this has happened more than once...