Small Things in Strategic Places

Small Things, Done in Strategic Places, Make a Huge Difference

I was reminded today of an incident which occurred several years ago, but which has had a significant and ongoing impact on two businesses. All because of a "little thing" NOT DONE!

Several years ago, my young daughter needed chiropractic treatment. My wife made the appointment with one of our local chiropractors, then arranged for our daughter to take time off from school (an undertaking in itself, but that is a different story!) to attend the appointment. When my daughter arrived at the chiropractic practice, everything was locked up and the building was in darkness. So she left. Because she wanted to have treatment quickly, she went to the other local chiropractor near where we live. There she was welcomed and, despite not having made an appointment in advance, given the treatment she needed. Her condition improved and she now has regular maintenance treatment with that chiropractor.

Two days later, the chiropractor where she had made the original appointment phoned to apologize and say that he had been ill. He wanted to arrange another appointment for the one he missed, but of course, "the horse had already bolted"!

Now, sudden illness is not something always within our control. However, if we need to reschedule appointments with our clients, would it make sense to do it in advance? (Yes, that IS a rhetorical question!) What about something "simple and creative" like having someone put a sign on the door of the chiropractic practice, stating that the chiropractor is ill, that the practice will be closed and apologizing for any inconvenience?

Well, that little thing could have rescued not only one potential client - as a result of my daughter's outstanding success with her chiropractic treatment, she has referred both her mother and father to that same chiropractor. We are now all three regular clients and will likely be for many years to come. Now that could have been business for the first chiropractor she had made the appointment with! But that little thing NOT DONE, made a huge difference!