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By Phil, June 15, 2009 4:09 pm

Reading Time: 1 minute and 30 seconds                      

Sometimes it’s the little things that make the biggest difference.  Last week, Central London was in the grip of a Tube strike with stressed out commuters everywhere.  Between meetings I found myself in Pret à Manger a big sandwich shop in Covent Garden and a regular hang out for tourists and ne’er-do-wells such as myself.  To be fair I had made my sandwich last way too long, and my chair was developing permanent grooves from my occupation.  Out of the blue, a smiling team member approached me and I have to admit I thought he was going to ask me to leave and clear space for a real customer.

With a grin he asked, “would you like a tea or coffee sir?”.  “Ahh, I get it, time to pay up or get out ,“ I thought to myself.   “Oh no, sir – we just want to show appreciation for our customers – this one is on us” he replied.  This was a small, unexpected gesture that meant lot on such a tough day.  I’ve always been a fan of Pret à Manger, and now I’ll be back there regularly.

Sometimes it is the smallest gestures that are the most appreciated and most extraordinary.   These little things show you going beyond the ordinary and really caring about someone else.  So how can you do this in your life?

1. Over-delivering 

Over-delivering your promises is one way to create lasting relationships and have people coming back to you time and again.  Think about what you can do to show appreciation to your clients, your customers, your employees, team-mates and colleagues.   A courtesy phone-call, a note, or a free offer can all make a big impact.  Determine what can make you really stand out – and deliver it.

2. The Unexpected

Equally importantly, doing something unexpected for someone can create huge loyalty.  An unbidden good turn creates a real sense of surprise and also a deeper sense of obligation.  Reciprocation is one of the unwritten rules which underpins society.  You may be surprised at the returns that your unexpected good turn may bring.  Giving unexpectedly is a way to show you are exceptional and to create strong and long relationships with others.

So, do sweat the small stuff.  Pay special attention to the most important people in your life, career and business.  Think of the little ways to surpass their expectations and keep surprising them with how exceptional you are.  A free coffee really can go a long way.