Take a look at our white board notes from a recent company-wide meeting. Our agenda was simple: discuss the little things – or “soft touches” – our company members do every day to take care of our customers.
We asked our whole team to attend this little lunch meeting, and we asked them to list things they routinely do to lessen our customers’ anxiety while their projects are underway. We came up with quite a list. And we found that we do most of these things just because they are the right things to do. When you hire nice people, this kind of serendipitous “good stuff” happens.