Little things make big things happen

We all know that it is the little things in customer service that make a big impact. A warm smile on a guest’s arrival, holding doors open, or remembering guests’ names are all small touches that leave a lasting impression. While all of these elements are always appreciated by our clients it is also nice to throw some unexpected gestures into the mix occasionally too.

The combination of a rare heat wave during the British summer and ‘National Feel Good Day’ on Friday 19 July seemed like the perfect opportunity to deliver a little extra service that was guaranteed to spread a some ‘feel good’ to my site.

After approving my plans with my client and securing some freezer space with the catering team, I headed off to the local supermarket where I bought a selection of 112 ice lollies for a grand total of £14.71!

Armed with a homemade usherette tray that I had constructed the night before out of a gift box, wrapping paper and ribbon, off I went around the offices selling the ice creams for a minimum donation of 50p which was to go to The Teenage Cancer Trust (one of my site’s chosen charities). As you can imagine, a cool ice lolly on one of the hottest days of the year went down exceptionally well – especially as we were stuck in warm office on a Friday afternoon.

I was overwhelmed by how quickly the word spread about the ice cream sale with members of staff phoning reception asking where they could buy an ice cream. I was even asked to go into a Directors’ meeting so that they could get involved in the action.

In total this gesture probably took a maximum of two and a half hours to plan and deliver (including making the usherette box and buying the ice lollies) and less than £15 in cost. In that time we raised £112.06 for a fantastic cause, enhanced engagement levels with key stakeholders at the site and created an exceptional, memorable experience for everyone in the office on that hot Friday afternoon.

Life is made up, not of great sacrifices or duties, but of little things, in which smiles and kindness, and small obligations given habitually, are what preserve the heart and secure comfort.

By Laura Bailey, Customer Support Team Leader, MITIE Client Services

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