Some years back I had been recruiting for a new team member when one of the applicants asked me what I saw as being the most important trait the successful candidate would need to possess. My answer was easy: attention to detail. Without question.
In my experience it's the lack of focus on the small things, the details, the one-percenters that causes clients to be turned off. People understand and expect mistakes to be made - and they will accept when something goes wrong. But continual failure to meet expectations on the small stuff soon adds up. The message heard is ......"I don't matter" or ....."they don't care about me".
For me, the old saying that "from little things big things grow" is true. The question is, are you helping to grow a 'good big thing' or a 'bad big thing'?
Getting the one-percenters right (as often as possible) is great fertiliser for the trust garden. So set service standards and stick to them. Return calls within 24 hours. Provide updates on progress regularly. Check-in and make sure your client got what they needed. Ask how you can help & what more you can do.
Grow 'good big things' by getting the little things right: focus on the one-percenters!