{"id":115432,"date":"2020-12-22T05:59:02","date_gmt":"2020-12-22T13:59:02","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=115432"},"modified":"2023-06-09T06:20:21","modified_gmt":"2023-06-09T06:20:21","slug":"dont-forget-the-small-things","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/","title":{"rendered":"Don\u2019t forget the small things"},"content":{"rendered":"

Closed On Christmas Day<\/b><\/p>\n

Many years ago when working for a liquor retailer, I would take on the task of the Christmas Day store checks.\u00a0 It was pretty simple, go into each store in a geographic area, do a perimeter check, and reset the alarm.\u00a0 In all, it took an hour or so from my afternoon where I would have otherwise been doing nothing and it saved others who were spending time with their families from having to do so.<\/span><\/p>\n

Inevitably, once I would enter the store – and at just about every location that had a street view of the parking lot – a potential customer would come knocking on the door.\u00a0 The plea was, in their view, simple and small.\u00a0 Just a bottle of wine for dinner, or perhaps a six pack of beer for the unexpected visitor.\u00a0 While seemingly simple – that request was complicated by two things: I did not have access to the store systems to register the purchase and it was in a state where you were not permitted to sell alcoholic beverages outside the posted hours of the store.<\/span><\/p>\n

I remember all the bargaining, the attempted bribes and even a few threats which resulted in me having to use a different exit. One disappointed and angry customer stands to me even thirty years later with the last effort to get me to let him in: \u201cYou must not care about the customer, I\u2019m never going to shop here again.\u201d<\/span><\/p>\n

The Customer Is Always Right?\u00a0<\/b><\/p>\n

One of my favorite lines from a movie: \u201c60% of the time, it works every time\u201d.\u00a0 If I were asked if the customer is always right, my instinct would be to repeat that quote.\u00a0 There is the reality that your frontline workers feel that way on a daily basis.\u00a0 Whether handling customers in a store or bank branch or dealing with them in a complicated project management scenario.\u00a0<\/span><\/p>\n

While humorous, it is unfortunate that this type of humour is sometimes used to get through the day.\u00a0 It means the customer is seen as an adversary, often because management has repeated the mantra of \u201cthe customer is always right\u201d as the simple talking point for the customer experience.\u00a0 Instead of creating an environment of empathy map<\/a> and caring surrounding the customers and the employees, a phrase like \u201cthe customer is always right\u201d actually has the opposite effect.<\/span><\/p>\n

There is a reason we have tools like <\/span>revenue weighted NPS<\/span><\/a>, we recognize broadly that not all customers have the same value to a business.\u00a0 Similarly, not every customer has to be served.\u00a0\u00a0<\/span><\/p>\n

Remember The Frontline\u00a0<\/b><\/p>\n

One of my favorite Christmas stories is the one about the Christmas Truce on the frontlines of World War I.\u00a0 On the 100 year anniversary, Sainsbury released a commercial about it and if you don\u2019t know the story, the four minutes <\/span>here <\/span><\/a>will be a great, if not emotional, summary.<\/span><\/p>\n

During the height of the bitterness of a war, the opposition parties took a break for the day just to live life like they once knew it.\u00a0 This year, among a very difficult year for all frontline workers – whether considered essential or non-essential, it is a great time to look at how we work together to make the entire experience better, both the<\/span> customer experience<\/span><\/a> and the <\/span>employee experience<\/span><\/a>.\u00a0 Build up a respect of customer, employee and company.\u00a0\u00a0<\/span><\/p>\n

As we enter the final stretch of this holiday season, it may be time to rethink the <\/span>customer journey<\/span><\/a> and include all the stakeholders within the complicated matrix or customer experience.\u00a0 Until then, have a Merry Christmas and a Happy New Year!\u00a0 And I look forward to sharing more CX thoughts every Tuesday morning in 2021.\u00a0\u00a0<\/span><\/p>\n

Join the next ConneXt Live! that features <\/span>Mike Whittenstein<\/span><\/a>, where he will share how stories make for better buy-in.\u00a0 Learn for 20 minutes and meet eight to ten new people that have similar interests in CX as you.\u00a0 If you enjoyed CX Talks, this new format will prove to be even more engaging, interactive and informative. You can register <\/span>here<\/span><\/a>.\u00a0<\/span><\/p>\n

QuestionPro offers some of the most advanced customer experience tools available.<\/strong> Gain valuable insights into your customers\u2019 thoughts and feelings using\u00a0<\/span>QuestionPro CX software<\/span><\/a>\u00a0today.<\/span><\/p>\n

Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Closed On Christmas Day Many years ago when working for a liquor retailer, I would take on the task of […]<\/p>\n","protected":false},"author":46,"featured_media":115433,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169],"tags":[],"yoast_head":"\nDon\u2019t forget the small things | QuestionPro<\/title>\n<meta name=\"description\" content=\"Closed On Christmas Day Many years ago when working for a liquor retailer, I would take on the task of the Christmas Day store checks.\u00a0 It was pretty\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Don\u2019t forget the small things | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Closed On Christmas Day Many years ago when working for a liquor retailer, I would take on the task of the Christmas Day store checks.\u00a0 It was pretty\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-22T13:59:02+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-09T06:20:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/12\/customer-always-right.png\" \/>\n\t<meta property=\"og:image:width\" content=\"992\" \/>\n\t<meta property=\"og:image:height\" content=\"594\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Ken Peterson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ken Peterson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/\"},\"author\":{\"name\":\"Ken Peterson\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\"},\"headline\":\"Don\u2019t forget the small things\",\"datePublished\":\"2020-12-22T13:59:02+00:00\",\"dateModified\":\"2023-06-09T06:20:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/\"},\"wordCount\":709,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"Customer Experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/\",\"name\":\"Don\u2019t forget the small things | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2020-12-22T13:59:02+00:00\",\"dateModified\":\"2023-06-09T06:20:21+00:00\",\"description\":\"Closed On Christmas Day Many years ago when working for a liquor retailer, I would take on the task of the Christmas Day store checks.\u00a0 It was pretty\",\"breadcrumb\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.questionpro.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX\",\"item\":\"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Customer Experience\",\"item\":\"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/customer-experience\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Don\u2019t forget the small things\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\",\"url\":\"https:\/\/www.questionpro.com\/blog\/\",\"name\":\"QuestionPro\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.questionpro.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\",\"name\":\"QuestionPro\",\"url\":\"https:\/\/www.questionpro.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"contentUrl\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"caption\":\"QuestionPro\"},\"image\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/questionpro\",\"https:\/\/twitter.com\/questionpro\",\"https:\/\/www.linkedin.com\/company\/questionpro\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0\",\"name\":\"Ken Peterson\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g\",\"caption\":\"Ken Peterson\"},\"description\":\"Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.\",\"url\":\"https:\/\/www.questionpro.com\/blog\/author\/ken\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Don\u2019t forget the small things | QuestionPro","description":"Closed On Christmas Day Many years ago when working for a liquor retailer, I would take on the task of the Christmas Day store checks.\u00a0 It was pretty","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/","og_locale":"en_US","og_type":"article","og_title":"Don\u2019t forget the small things | QuestionPro","og_description":"Closed On Christmas Day Many years ago when working for a liquor retailer, I would take on the task of the Christmas Day store checks.\u00a0 It was pretty","og_url":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/","og_site_name":"QuestionPro","article_publisher":"https:\/\/www.facebook.com\/questionpro","article_published_time":"2020-12-22T13:59:02+00:00","article_modified_time":"2023-06-09T06:20:21+00:00","og_image":[{"width":992,"height":594,"url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/12\/customer-always-right.png","type":"image\/png"}],"author":"Ken Peterson","twitter_card":"summary_large_image","twitter_creator":"@questionpro","twitter_site":"@questionpro","twitter_misc":{"Written by":"Ken Peterson","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/#article","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/"},"author":{"name":"Ken Peterson","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0"},"headline":"Don\u2019t forget the small things","datePublished":"2020-12-22T13:59:02+00:00","dateModified":"2023-06-09T06:20:21+00:00","mainEntityOfPage":{"@id":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/"},"wordCount":709,"publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"articleSection":["Customer Experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/","url":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/","name":"Don\u2019t forget the small things | QuestionPro","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/#website"},"datePublished":"2020-12-22T13:59:02+00:00","dateModified":"2023-06-09T06:20:21+00:00","description":"Closed On Christmas Day Many years ago when working for a liquor retailer, I would take on the task of the Christmas Day store checks.\u00a0 It was pretty","breadcrumb":{"@id":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.questionpro.com\/blog\/dont-forget-the-small-things\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.questionpro.com\/blog\/"},{"@type":"ListItem","position":2,"name":"CX","item":"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/"},{"@type":"ListItem","position":3,"name":"Customer Experience","item":"https:\/\/www.questionpro.com\/blog\/category\/cx-2\/customer-experience\/"},{"@type":"ListItem","position":4,"name":"Don\u2019t forget the small things"}]},{"@type":"WebSite","@id":"https:\/\/www.questionpro.com\/blog\/#website","url":"https:\/\/www.questionpro.com\/blog\/","name":"QuestionPro","description":"","publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.questionpro.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.questionpro.com\/blog\/#organization","name":"QuestionPro","url":"https:\/\/www.questionpro.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","contentUrl":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","caption":"QuestionPro"},"image":{"@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/questionpro","https:\/\/twitter.com\/questionpro","https:\/\/www.linkedin.com\/company\/questionpro\/"]},{"@type":"Person","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/621c645198b37217a9b49c46bc1a4ca0","name":"Ken Peterson","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c1c71893240aaca8691086e8937ee027?s=96&d=mm&r=g","caption":"Ken Peterson"},"description":"Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.","url":"https:\/\/www.questionpro.com\/blog\/author\/ken\/"}]}},"featured_image_src":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/12\/customer-always-right.png","featured_image_src_square":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/12\/customer-always-right.png","author_info":{"display_name":"Ken Peterson","author_link":"https:\/\/www.questionpro.com\/blog\/author\/ken\/"},"_links":{"self":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/115432"}],"collection":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/users\/46"}],"replies":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/comments?post=115432"}],"version-history":[{"count":1,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/115432\/revisions"}],"predecessor-version":[{"id":796790,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/115432\/revisions\/796790"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media\/115433"}],"wp:attachment":[{"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/media?parent=115432"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/categories?post=115432"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/tags?post=115432"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}