The Last Detail Jason Moore

“It turns out that until you reach the last detail, consumers are just satisfied.  When you actually nail the last detail they become loyal.  Loyalty is your goal."

David Vinjamuri, Accidental Branding

This is a fantastic quote on many levels.  There is the obvious interpretation where your customer service reps should work very hard to make sure that the customer's needs are met efficiently (and preferably proactively).

But digging deeper is where the real meat and potatoes are with this one.  Your customer service reps obviously should be focused on the customer.  But what about your bookkeeper? or marketing director? or warehouse manager?

This is the real final detail. 

Have you as the CEO/manager/team leader ingrained the idea of ultimate client fulfillment to a point where providing a caller with your Fed ID number for billing purposes is recognized as a great opportunity to provide a fantastic customer experience?  If not, have you rounded out that final detail?

The final detail could be looked at as an unattainable goal.  I prefer to look at it as the journey (and the reason to travel in the first place).

Where can you find opportunities to polish a final detail in your organization?