Why do details make people so memorable?

China Lao Tzu once pointed out: "My life depends on my absence", and "great things in the world must be done in detail". American scientist M·F· dero said, "details are the devil." Everything is made up of details, and the details determine the success or failure of the development of things.

According to "City Express", after FIFA successively visited Beijing, Tianjin and other cities hosting the 27 Women's World Cup, FIFA scored high marks on the hardware facilities of stadiums and training grounds. At the same time, it also points out a common problem in the design of China stadiums: lack of attention to the media, and many service details are not in place. If there is no special channel for journalists; There is no separate workshop for photographers, and the workshop should leave as close as possible; There must be a certain distance between the seats in the press gallery and so on.

Looking at the fierce market competition in society, major manufacturers hold high the banner of "service" to win customers. Chunlan's concept of "great service", Haier's "star service" and "personalized zero-distance service", and Royalstar's "red carpet service" are all closely related to the service marketing plan. The "attention to detail" of those successful enterprises can not be ignored. World-famous companies such as Nokia, Procter & Gamble and Wal-Mart are all moving from intensive cultivation to brilliance. KFC has strict quality standards in all aspects of purchase, production and service, and has a set of strict specifications to ensure that these standards are meticulously implemented. Including the efficiency and quality of the distribution system, the precise (not approximate) weight of each seasoning, the order of cutting vegetables and meat and the thickness of the blade (not arbitrary), the minute-by-minute limit of cooking time (not arbitrary change), the specific cleaning process and quality evaluation quantification of cleaning, and even hundreds of sets of procedures such as ordering, changing vegetables, checking out, seeing off guests, meeting different problems, and reviewing and evaluating errors in each link every day. For example, KFC stipulates that its chickens can only be kept for seven weeks and must be killed. By the eighth week, although the meat grows the most, the quality of the meat is too old.

service-oriented enterprises, without too many technical barriers, can be invincible in the fierce market competition, often depending on whether their services can retain customers. The level of service often depends on whether the service details are excellent. Although service-oriented enterprises have to ensure service quality through various means, including complaint mechanism, to make up for the lack of service, especially some well-known enterprises, the service quality guarantee mechanism is more comprehensive and detailed. However, these mechanisms often seem to be somewhat powerless in terms of service details, and what customers can feel is often a large number of details reflected in the employee service process. The pace of market development and the promotion of customer demand level are accelerated in the standardization and maturity of the industry. Enterprises constantly introduce new products, which makes consumers overwhelmed. Customers are faced with more and more choices; The advantages of products in the industry with high overall quality are getting shorter and shorter. The market is facing more and more challenges. In the face of such a situation, it is undoubtedly the wisest choice to turn more attention to customers and the market. It is very important to serve the market and customers wholeheartedly.

in the details of market service, the publicity of corporate image and products, the communication of enterprise spirit, the implementation of management system, the coordination of work and the tracking of progress, the collection and feedback of information, the efficient communication between enterprises and markets, and the support and guarantee provided by headquarters to markets at all levels, etc., there should be no problems in any link. When communicating with the market, pay attention to all the details, remind and urge which ones need to be strengthened and which ones need to be revised. We should also pay more attention to the life of front-line employees, understand their overall psychological state, and provide more comfort and encouragement. When guiding the work, put forward constructive and practical solutions and specific methods for the difficulties faced. Face market problems, respond quickly and solve them in time. Don't procrastinate and be in a daze. Connect with the market at any time to achieve an all-round interactive relationship, forming a good atmosphere of mutual help, harmony and warmth, rather than a state of indifference and disorder. Problems in every detail may hinder the work and development of the market. And all our agility and creativity are shown in the details. Everything consists of a series of details. We should do every detail well, relying on professionalism, scientific thinking and analysis, and not general understanding.

in the details of customer service, we should have the pragmatic spirit of doing every detail well. Looking for customers, we should understand the attitude of leaders and the situation of customer resources; In the process of communicating with customers, observe the different needs of different customers; In the service and return visit, the potential motivation and other needs of customers are understood. On this basis, respect customers, understand customers, care for customers, serve customers sincerely and impress customers; Create a healthy and active lifestyle, create a brand-new health culture, and be the health ambassador of customers. All these need to be implemented in a down-to-earth manner and accumulated bit by bit to form a complete set of experience and methods, which is the key to winning customers and will become the key for enterprises to win in the future competition.

whether for customers, markets or other components of our work, we pay attention to details, and we should implement every detail, pay attention to the implementation guarantee of details, and be familiar with the details, but it is difficult to know the details without familiarity; It is necessary to jump out of the details and not indulge in the details, so as to have leisure to look up at the road. The premise of jumping out of the details is to know the details clearly. Only when you put your efforts and thinking into it very professionally can you see what others have not seen, think what others have not thought, and what others can't.

paying attention to details, implementing details, striving for perfection, and creating in details to exceed the needs of customers and the market are the top priorities of our enterprise service work.

Second,

It is the main theme of enterprise service to do a good job in the details of sales service

"Taishan does not refuse fine soil, so it can become high; Rivers do not choose small streams, so they can be deep "; The big gift does not hesitate to make small concessions, and the details determine success or failure; Based on plain, carefully do every detail, wonderful will come unexpectedly, this is the charm of details, is a natural surprise.

As employees in the service industry, we talk about "endless service" and "limited money, unlimited service" almost every day ... When I think about it, all these "infinity" are reflected in some details, which are the magic weapon for enterprises to win.

Nowadays, many citizens are used to shopping with adults and children, especially on weekends. When they see adults pushing shopping carts, children always try, but they can't reach them. What should they do? Some interested businesses have also noticed this little detail. In supermarkets such as Carrefour and Dafuyuan, there is a cartoon shopping cart specially prepared for children. It is small and exquisite, and children can sit in the cartoon car below and enjoy themselves. Adults push the car to continue shopping without delay. It is said that this kind of cartoon car is very popular, especially on weekends, which is often in short supply. If you count carefully, you can find that businesses care about details like this really everywhere: when buying home appliances in some shopping malls, some signs similar to small knowledge are posted in front of some counters to introduce how to buy a certain home appliance and how to maintain it; When buying clothes or shoes in department stores, many people often don't understand the size of the logo. Many counters now have some tips on how to convert them, which saves many consumers the trouble of not knowing the size.

it is actually a very simple and traditional truth that business services are small, but a few years ago, our commercial enterprises only paid more attention to the "big" and neglected the "small". Now, with the fierce competition, businesses have seen the small from the big. These small details are easy for businesses, but they have benefited consumers endlessly. From the consideration of the details provided to customers, we can Details represent the image of the enterprise

"A levee of a thousand miles collapses in an ant's nest". A casual negligence often has amazing destructive power. The story of "spitting out a joint-venture pharmaceutical factory with one mouthful phlegm" and "scaring off foreign businessmen with one meal" has been widely circulated, which makes us feel deeply and think deeply. A woman went to a grocery store every week to buy daily necessities. After three years of continuous shopping, once a waiter in the store treated her badly, so she went shopping in other grocery stores. Twelve years later, she came to this grocery store again and decided to tell her boss why she stopped shopping in his store. The boss listened attentively and apologized to her. When the woman left, he picked up a calculator to calculate the loss of the grocery store. Suppose this woman spends $25 every week in the store, then she will spend $15,6 in 12 years.

Just because of a small oversight 12 years ago, his grocery store lost $15,6 in business!

It was reported in beijing daily messenger on June 23, 25 that Mr. Li, who came to Beijing from Heilongjiang to start a business, went to Songyuan Police Station in Changping District to apply for a temporary residence permit. In the application window, he found that this window also applied for the dog, and the two people in the queue before and after him were holding the dog. The relevant procedures for temporary residence permit and dog license are handled by the same staff. "Let people and dogs apply for a certificate in the same window. It is not a taste in the hearts of foreigners who do temporary residence permits."

Mr. Li said. People and dogs may feel uncomfortable when they apply for a permit together, which is easily reminiscent of the same discrimination as "Chinese and dogs are not allowed in" Although the leaders of the police station also explained this and promised to end and change this situation as soon as possible, I believe that the low-level mistake of combining temporary residence permit and dog license is not accidental, but due to our government's long-term disregard for service details and lack of awareness of service details.

Not long ago, I met a friend who came back from a trip to other places. He told a little story: he traveled somewhere and stayed in a hotel that was not very upscale. When he sleeps, he has a habit of putting the pillow higher to make him feel comfortable, so he takes the pillow from another bed and uses it. To his surprise, the next night, there was an extra pillow on his bedside. The hotel waiter who has never met before can judge the habits and hobbies of the guests with only one pillow, and be considerate and quiet. This practice of paying attention to details in the service process cannot but be applauded.

third, the details of after-sales service are the stability and development of enterprise service.

The details of service should be paid attention to all the time. There is no end to service, and the details are reflected in the whole process of service, just as there is no "line" without "point". For example, to promote a new brand, we can't just "push" it. We should also collect feedback information in time, understand its sales trend, and be prepared to solve customers' worries and so on.

A 6-year-old girl came to Shijiazhuang Alliance Community Health Service Station to buy cold medicine. But the little girl couldn't tell whether her mother asked her to buy Ganmaoqing, < P > Ganmaotong, Gankang and Suxiao Ganmao Capsule. The staff at the service station could have sold her one at will, but they didn't. The community doctor took the medicine and personally sent the little girl home. The parents who have children are individual food processors from other places. The couple caught a cold, so they asked their daughter to buy some medicine. They wanted to take some medicine casually. I didn't expect the doctor to send the baby back with the medicine himself. What's more worth mentioning is that after seeing the patient, the doctor found that the patient still had rhinitis. I prescribed another dose of medicine for rhinitis. Later, the couple became "loyal" patients in the community health service station. The couple said, "We are far away from home to make a living here. I didn't expect the doctors here to serve us so carefully!" "

Pingjiang tobacco in Hunan province pays attention to the civilized and honest management of business households, and at the same time, it also performs civilized management, honest management and careful service. Under the leadership of a group of party members of the Bureau, the cadres and workers in the whole situation were divided into 2 groups. In their spare time, they visited more than 2, business households in the county and sent 2,4 customer contact service cards. Each cadre and worker identified more than 3 designated customers, printed their contact numbers and names on the service cards, and asked employees to visit the designated contact households regularly, trying their best to solve problems for them and give individual guidance to their operations.

In addition, market managers and account managers often carry a hammer, a few nails and a rag with them when conducting market inspection services. Sometimes they nail the retail license for customers, sometimes they wipe the dust off the customer's counter, and sometimes they help them put their cigarettes in order. While chatting with them, we patiently guide them to abide by the law and operate in good faith. The practice of Pingjiang Tobacco Company won the praise of the majority of cigarette retailers and established a good reputation of Pingjiang Tobacco.

In the same example, Oriental Hotel in Thailand is the best hotel in Asia, and people call its service top-notch. What is top service? Yu Xiansheng of China experienced it once: When Yu Guangsheng just walked into the restaurant, the waitress smiled and asked, "Does Yu Xiansheng still have its old position?" Yu Xiansheng was surprised, thinking that although it's not the first time for me to eat here, the last one has been more than a year. Is the memory of the waitress here so good? Seeing Yu Guangsheng's surprised eyes, the waitress explained on her own initiative: "I just checked the computer records. You had breakfast in the seat near the second window on August 8 last year." After hearing this, Yu Guangsheng said excitedly, "Old seat! Old seat! " The young lady then asked, "Old menu, a sandwich, a cup of coffee and an egg?" Yu Xiansheng Lian said, "The old menu means the old menu!

At the dinner, the restaurant presented Yu Xiansheng with a dish of side dishes. As this was the first time Yu Xiansheng saw it, he asked, "What is this?" The waiter took two steps back and said, "I am our unique so-and-so dish." Why did the waiter take two steps back? He is afraid that his saliva will accidentally fall on the food of the guests when he speaks. This kind of meticulous service is not to mention that Yu Xiansheng has never seen it in ordinary hotels, even the best restaurants in the United States. After that, Yu Xiansheng didn't go to Thailand for three years. On Mr. Li's birthday, I suddenly received a birthday card from the Oriental Hotel, with a short message: "Dear Yu Xiansheng, you haven't been to our place for three years. All of us miss you very much. Today is your birthday. Happy birthday." Yu Xiansheng's eyes were wet with excitement.

Yu Zida, vice president of Haier Group, believes that the development of industry and the upgrading of technology are ultimately to meet the needs of the market. Especially in today's rich material life, consumers buy not only products, but also a kind of service, a kind of enjoyment and a kind of life solution. To this end, in the after-sales service of flat-panel TV, Haier is the first in China to launch "all-weather, all-round and all-worry-free" "3 full services". Pay attention to every service detail. They think that starting from small things is a repetition of "simplicity" and persevere.

According to "China Auto News", this year, Beijing Jeep launched an after-sales service called "Zero-hour Friendship Appointment", which was the first to break through the convention and reserve the maintenance service to zero. This service looks ordinary, and there is nothing sensational, but users unanimously comment that it is very user-friendly and brings flexibility in time and convenience in arrangement to consumers. The so-called "nuances see real merit", Guan