I improved a detail of our service because I thought it looked more professional. Almost nobody noticed.
Customers keep praising the boring things instead: fast replies and accurate pickup times. I work here every day, so apparently I have been grading a different exam.
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The boring stuff is the business. Clear timing and no surprises will beat a prettier detail almost every time.
The boring stuff is the business. Clear timing and no surprises will beat a prettier detail almost every time.
I used to spend a lot of energy on phrasing and formatting. Customers mostly cared that the thing arrived when promised.
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Fast replies win a lot more trust than a polished little detail no one asked for.
Fast replies win a lot more trust than a polished little detail no one asked for.
That is exactly what keeps happening. I think something is obvious, and the customer just wants the order ready when I said it would be.
People remember when you did what you said. The rest is just nice-to-have unless it breaks something.