As a seven year old who could not wait to see what gifts Santa brought, I would have disagreed with the statement “The Best Things Come in Small Packages”. But now that I am older, I think differently. The little things make a huge difference in the world of business, especially the office furniture industry. In a mature industry, HON has to continually think of ways to differentiate ourselves. Our attention to detail is a way to do just that.
Sure the big things, such as having a wide product offering that is backed by a Full Lifetime Warranty, is important, but it is the small things that can differentiate one company from another.
So what are some of these best things that come in small packages? Showing strong attention to detail in the design of product; take the Flock® stool for example. Through the VOC process, we determined that users of the stool may be perching on their chair and need a spot to rest their arms, hence the extra ledge on the back of the Flock stool.
Two manufacturers can have a great stool backed by a strong warranty, but that attention to detail could be the deciding factor for the customer.
Another example of attention to detail, is to not only have a Customer Support Team, but to have a live person answering calls. Then, making sure a resolution was achieved by asking “Is there anything else I can assist you with?” at the end of every call. Through efforts like these, HON becomes more than just a manufacturer; we become your business partner.
Lastly, take the time to listen and create conversation with your business partners. The small task of listening can result in a larger understanding of the best furniture solution for a customer.
The big gifts around the holiday season are great, but so are the small unexpected gifts from a loved one. Maybe it’s a little trinket in your stocking that was only $1, but the giver paid attention to the detail and its significance to you. The big things in business are imperative and a requirement. The differentiation can come in the small things and attention to detail.
What is a small thing you are currently doing in your business that is making a big impact?