Those Little Things

Moving to another state meant finding a new dentist. I tried one a neighbor recommended who seemed friendly, competent and eager to please. But, I never went back. His office was a case study on the importance of little things.

The coat hook was missing a screw and falling from the wall; waiting room magazines were outdated; the posted office hours were taped over with an index card and new hours written in marker; the credenza was overflowing with mail and claim forms. There are plenty of dentists to choose from, and while he might be a competent one, why chance it?

It's the same at work. Bosses choose which people to give a great assignment to, take a chance on or consider for a project. Customers choose which businesses to frequent. All those little things really aren't so little. They're impressions. And those impressions help others make decisions about you.

Does it matter if you don't spell check your email? It's only an email, right? Wrong. It's an impression about the way you work. Does it matter if the address label is crooked on the letter you send a customer? Who looks at the envelope anyway? It matters. It's an impression highlighting that the company (or individual) has poor attention to detail.

Does it matter if you're habitually late for meetings or don't show up at all? I'd say so. It's an impression about what you think of other people's time. What about a voice mail message saying, "Your call is important to me. I'll get back to you as soon as I can." When it takes two weeks to call, that little thing is an impression about the real importance of my call and your credibility.

If I ask you for a business card and you can't find one among your overflowing scraps of paper, it's a little thing. But it leaves an impression that you're disorganized. If your presentation looks like a six-grade term paper, it's hard to have confidence that the executed idea won't be as well. How it looks is a little thing that entices us to take a closer look (or not).

Three more comments: first, don't confuse little things with big things. You can't just do all the little things well and think that's it. Content is king on the internet and television; competence is king in the workplace. The competent performance of your job is central to any winning at working strategy. Second, this is not a message encouraging perfectionism. You can't be perfect. If you try to be, you potentially limit yourself and get lost in those little things. Third, some people have a talent for details and noticing little things. But everyone can learn.

Start by noticing those little things which create an impression on you. Little things like the cashier doesn't take off the sensor tag; or the babysitter is late again; or your name is misspelled on an invitation; or the orthodontist staff presents a rose to your daughter after her braces come off; or the repair man arrives at the designated time. What do those little things communicate to you about the person or business who delivered them? Consider what your little things are communicating about you.

Bottom line? If you're not paying attention to the little things, you're losing opportunities or business. If you want to be winning at working, you have to pay attention to little things, too.

(c) 2004 Nan S. Russell. All rights reserved.

Sign up to receive Nan's free biweekly eColumn at http://www.winningatworking.com. Nan Russell has spent over twenty years in management, most recently with QVC as a Vice President. She has held leadership positions in Human Resource Development, Communication, Marketing and line Management. Nan has a B.A. from Stanford University and M.A. from the University of Michigan. Currently working on her first book, Winning at Working: 10 Lessons Shared, Nan is a writer, columnist, small business owner, and on-line instructor. Visit http://www.nanrussell.com or contact Nan at info@nanrussell.com

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Google News Updated : Tue, 07 Oct 2008 14:49:35 GMT US, Britain, and UN weigh options amid rising violence in ... - Christian Science Monitor AFP US, Britain, and UN weigh options amid rising violence in ... Christian Science Monitor - 40 minutes ago By David Montero Against the backdrop of a string of suicide bombings in Pakistan, British, American, and United Nations officials are grappling with the idea of a negotiated settlement with the Taliban. UPDATE 1-Afghan govt denies Saudi meeting was peace talks Reuters India Afghan official: no talks held with Taliban Xinhua AFP - Minneapolis Star Tribune - The Associated Press - Hindu all 453 news articles Publ.Date : Tue, 07 Oct 2008 14:09:17 GMT Where Angels go...heartbreak follows - Baltimore Sun Los Angeles Times Where Angels go...heartbreak follows Baltimore Sun - 3 hours ago If you didn't stay up to watch, the Angels came back from a 2-0 deficit last night and had the go-ahead run on third base with one out in the top of the ninth, only to have the situation blow up in their faces when manager Mike Scioscia (right) called ... Oh, what a ninth! Sox-Halos a classic MLB.com Angels seething after being squeezed out ESPN Boston Globe - FOXSports.com - USA Today - Los Angeles Times all 569 news articles Publ.Date : Tue, 07 Oct 2008 11:42:08 GMT Pentagon denies US jet forced to land in Iran - guardian.co.uk Daily Mail Pentagon denies US jet forced to land in Iran guardian.co.uk - 36 minutes ago The Pentagon today denied a report that a US plane had been forced to land in Iranian territory. Iran's Fars news agency claimed that five US officials were questioned and released by the Iranian authorities after the plane they were flying in ... Iran says it forced down Western plane The Associated Press Iran says US plane violated Iran's airspace Reuters Bloomberg - BBC News - AFP - United Press International all 270 news articles Publ.Date : Tue, 07 Oct 2008 14:12:58 GMT Fed creates commercial paper-buying facility - Reuters Reuters Fed creates commercial paper-buying facility Reuters - 32 minutes ago By Mark Felsenthal and Glenn Somerville WASHINGTON (Reuters) - The Federal Reserve on Tuesday announced it would create a special-purpose facility, with the Treasury Department's blessing, to begin buying commercial paper in yet another emergency move ... Euro, Dollar Gain on Fed Move Wall Street Journal Fed to Purchase US Commercial Paper to Ease Crunch (Update1) Bloomberg Washington Post - MarketWatch - New York Times - International Herald Tribune all 1,209 news articles Publ.Date : Tue, 07 Oct 2008 14:17:04 GMT The Ike Whitaker Saga - Washington Post Washington Post The Ike Whitaker Saga Washington Post - 40 minutes ago In case anyone missed Zach Berman's story in today's paper, Ike Whitaker appears to be done at Virginia Tech. I raise the story in this forum because Whitaker chose Virginia Tech over Maryland amid the usual fanfare that accompanies a top-level recruit ... Va. Tech WR Whitaker faces misdemeanor charges SportingNews.com More alcohol woes for Tech wide receiver Whitaker Richmond Times Dispatch Virginia Tech Collegiate Times Online Edition - The Virginian-Pilot - Daily Press - Washington Post all 32 news articles Publ.Date : Tue, 07 Oct 2008 14:08:42 GMT Nobel Prize awarded for AIDS, cervical cancer research - Los Angeles Times CTV.ca Nobel Prize awarded for AIDS, cervical cancer research Los Angeles Times - 7 hours ago Luc Montagnier dedicated his award to AIDS sufferers and predicted results on a "therapeutic vaccine" for the pandemic within four years. 2 AIDS researchers receive Nobel Prize Chicago Tribune Three Europeans win the 2008 Nobel for medicine International Herald Tribune Detroit Free Press - People's Daily Online - The Associated Press - WTOP all 1,190 news articles Publ.Date : Tue, 07 Oct 2008 07:01:27 GMT McCain aims to slow Obama momentum in debate - Reuters BBC News McCain aims to slow Obama momentum in debate Reuters - 51 minutes ago By John Whitesides, Political Correspondent NASHVILLE (Reuters) - Republican John McCain hopes to halt Democrat Barack Obama's momentum and gain new life in the White House race on Tuesday when the presidential rivals meet in their second debate. A little word makes big waves on campaign trail CNN Political Ticker Tonight's debate is in McCain's favorite style The Associated Press CQPolitics.com - Washington Post - New York Times - AFP all 1,928 news articles Publ.Date : Tue, 07 Oct 2008 13:57:52 GMT Clickbank Data Feeds Easy Work At Home Opportunity

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