Remember the little things

When I review some of the failures in our jobs most of the time it is the small things that make the difference.

In operations I see dispatchers that work very hard and care about their job but because they have so much to do and a lot things to remember to check some times it's the small things or the one question left unanswered that makes the difference.
And in the end that one thing or that one question may have made the difference in a happy customer and a good move.

Same thing with our drivers, time and time again it is because the driver is rushing at the end of a move or the end of a long loading day that makes the difference.

It's the small things that the customer remembers.

A driver may do all the hard things and do a absolute professional job on wrapping and caring for their goods but they just did not take the time to LISTEN to the customer's concerns or to mother that one piece that they cherish.

Sometime it is all about slowing down for that moment in our very hectic day to show that we care.

Remember the small things.