Just like a tiny rudder can steer a large ship, so also can your tiniest marketing actions make a colossal impact. Case in point: At our local Starbucks the other day, I ordered 2 small hot chocolates for our kids (ages 3 and 4) – to which the barista immediately replied: “Would you like them at a lower temperature?”
Brilliant.
Or should I say – Thoughtful.
The barista wasn’t merely pouring a drinking, taking my cash, and yelling “Next!” She was thinking about the customer. She knew they were toddlers, and she knew they’d probably get 3rd degree burns if she gave me the drinks at their normal temperature. So she went extra mile. Quite simply: she actually cared.
It’s not always the big, loud, extravagant moves that change the world.
Tiny rudders turn massive ships.