Little things matter

0:03 Welcome to business purpose and clarity with petri I'm your host we talk about startup life insights practical tips mistakes failures and everything between I got my apple airport pros from the warranty service I plugged them in I was using them straight away out of started to listen and and then it took me like a few kilometers of walking while I was walking away from there I took my phone and I checked that what does it say here there was somebody else's name on my earpod but apparently they were not that was my expectations I asked for that and hey it's under warranty your existing ones are not working you're supposed to get the new ones.

1:06 As a replacement but somebody forgot to do something I don't know whether it actually mattered maybe you know somebody just used them for a while but nevertheless the feeling was not the greatest another example I tried to purchase something online the webshop experience is really bad you have to input the same things like three times imagine putting your name number shoe number what not three times and then the dumb thing is not working and you do it a few other times in view other browsers because you really want that thing and it doesn't work well in this case I knew the founder I sent an email said that hey this is not working well he apologizes profusely and promises to do something about it a few weeks later I do the same thing okay now it's kind of working but not.

2:10 And I sent him an email again saying that what's the deal here then he admits they were doing the batches they were fixing things and it's supposed to be working but they never tested the thing they never tested in the first place they never did it once to check whether it works how is the does it actually make any sense how it's been and then when they did the paths the same thing happened I have a lot of these examples little things matter it's those tiny things you pick up when you're doing things with signal that hey we haven't thought about it or we don't care or we don't understand there's an issue are we too busy whatever the reason the conclusion is never a good one you are not on top of your game you are just taking my money.

3:14 Or you don't care about your business about your it tells me a lot it tells me something about your business and then there's obviously the other examples tiny things it doesn't need to be a big but it just shows that hey I care we are here for you how can we help it can be even a design thing tiny thing you know device gadget which that product you've been using for years then you realize that hey somebody has thought about this before and I didn't realize it even after hundreds of times of using it little things matter let's take another similar example I had a really bad experience with my espresso machine well I wanted to buy one trying to find a place where I can buy it took a long time actually to purchase.

4:18 The one I asked for the warranty service they said well we do that when when we you know get to the bridge even getting the invoice took like a I sent an email to the coffee manufacturer in italy they never replied I did a few other times as well later on they never replied then I needed a because things were broken in that the retailer didn't actually anymore sell the machines they are still in the manufacturer's baits showing that they are the official retailer in this they gave me a service shop after two weeks of waiting which they promised to do in a few days and that service shop showed that told me that they are not actually having the original parts and they can turn my machine went along quite.

5:21 With quite a nasty details even going with the manufacturer doing things like hey we are here to help you here are the the parts you couldn't find anywhere else they forgot to mention later on that well the help was that that I can purchase the parts for the things which were mainly in the original machine under the warranty and so on and so on message I guess is that sometimes you can also if you on the other side start to observe those little things tiny things because they tend to sort of cluster to retailer and the manufacturer and and those who are dealing and having a business relationship I think there's a correlation let's take the other example if you're really high quality with a good reputation.

6:26 Operating for a long time you want to keep up that reputation so you're doing due diligence you're testing and checking making sure that your retail network your services are up to the power of the quality of of your product and what are you promising for customers it takes effort it takes training it takes continuous updates and checks that everything is how it's supposed to be well if you're not doing that if you are sort of subpar provider you just take whoever you can you're not checking too much and you kind of what you expect or you you get the level the actual original manufacturer is so it goes across the whole chain of supply and services and everyone.

7:27 Involved in the customer experience if you're the smart buyer or you're thinking about partnership or any other business relationship and you thinking because you are not maybe an expert in the field that okay is this a good company is this right partner for me if you start to gather these tiny which are a bit off not much but you know in isolation they are not anything particular but when you start to add them up it starts to show a a some kind of a then I think some bells should be starting to ring on your head the lesson today I guess is it really matters even the tiny little details can matter but I think all together if you show love if if you saw your.

8:31 Values if you actually are up to your power of the standards you wanna have in your company people will notice that people will pick it up it will show in your company's reputation trust online reviews what not at the end of the day get what you deserve.