I have recently begun supporting the Visual Associate at our store. One of the ways I do this is by making sure the plants on our patios stay watered. I take pride in the plants and the beauty of the patios. At Room & Board, we care about the details. In fact, we like to obsess about them.
There is a theory presented in the book Broken Windows, Broken Business by Michael Levine that if broken windows in a building go unfixed, the other ones will soon break — and the neighborhood will deteriorate. He asserts that in order to succeed, businesses must monitor the tiny details or risk failure. He believes that customers can get a strong indication about how a company does business and how it will attend to big concerns by how it attends to the little ones.
The little things matter to us at Room & Board. We pay attention to the little things because we want to show our customers that every aspect of their experience with us is important. Great customer experiences are the sum of a thousand details. This is why watering the plants is an important job.
“It’s the little details that are vital. Little things make the big things happen.” – John Wooden