Skill Assessment: The Little Things Make a Huge Difference

A few of my college buddies and I took a golf weekend trip to Scottsdale, AZ. We golfed 72 holes in 48 hours. We had a great time. Scottsdale is widely known as a golfing mecca. The courses were all beautiful and well worth the green fees.

However, the hospitality varied from some of the best I've seen at a golf course to leaving us wondering what grapefruit did the service training. One great example was on the last course of our trip and it demonstrates what can happen when an organization drops the ball in assessing and sharpening its customer-touch team's key skills.

The beverage cart came around and the lady asked us if we needed anything. We replied we would like her to take our picture. She quickly and shortly shot back, "OK. Are you going to get anything else?" It is difficult to transmit voice via text, but she did not act happy about this and did not have a smile on her face.

She took the picture and went on her way and received zero tips. All she had to do was to say something to the effect of, "I would love to!" Maybe put a smile on her face. Maybe even had some fun with it. Not only would she have received a tip for her services, we would have been more inclined to order something from her (resulting in more tips.)

It is amazing how the little things make a huge difference - especially when it comes to interpersonal relations. One little smile, a hop in her step and her results would have been totally different. This little tale is yet another testament to the fact that companies, organizations and associations need to make absolutely certain someone is watching to make certain the little things are working right.
Processing Questions for PLI Curriculum Teachers/Trainers:
1. Why is it that the little things can have a big impact?

2. When was a time you experienced a situation where a small change could have had a big impact?

3. In your life, what are the little changes that could be made to improve your quality of life?

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