Little Things!

Little Things!

©Allen Merritt (2015)

It doesn’t take a lot to make me happy, but it does take something. And, I’m certain you’ve heard it before, it’s the little things that mean a lot. They can make a big different in the make or break issues of the day from customer service to working with colleagues, driving in traffic or dining at a restaurant. While there is more than one right way to do things, the messages rings out loud and clear to always be on the lookout for the best way to address a given situation. The possibilities are endless. Here are a couple of personal stories.

For several years, I headed up training in a customer service environment. One of my frequent teachings encouraged representatives to take themselves out of the driver’s seat long enough to reflect on the fact that as individuals they are customers, too. Everyone is. I lead them on a journey of individual personal experiences where they may have not received the best service or care. Once they see themselves reliving those incidents and remembering how they felt, the temptation to be in control of the customer diminishes and it becomes a show of empathy and care for the situation and, moreover, a willingness to help find a way to solve the dilemma on behalf of both the company and the customer. Looking back on it, I think it was just good business foresight to point this out. It takes away the “who’s in charge” issue and becomes a cooperative collaboration. In the end the options open up and better customer service is provided.

Now, from time to time I work at a health care training facility. I help trainees learn various aspects of what they need to know to work with patients. As a patient in this environment, I realize the importance of how small things improve the moment, as well as my comfort level and the potential quality of care. Here are few observations I find important to think about.

• Make eye contact
• Listen attentively
• Smile
• Be courteous
• Do not interrupt
• Be engaged/participate
• Ask all the right questions
• Paraphrase answers to demonstrate you heard correctly
• Explore options
• Show some care
• Be genuinely interested
• Give a nice comment
• Before leaving provide a light appropriate touch

When the healthcare providers entertain any of these ideals they discover more about the patient and their needs, as well as gain their full confidence and cooperation. They can come up with a better plan of action and accurately diagnosis the patients’ ailment. In the same way, this applies to everyday relationships that people encounter. I think even the slightest attempt to create a sense of care changes attitudes and averts problems.

Remember the book by Richard Carlson, PhD titled “Don’t Sweat the Small Stuff…and it’s All Small Stuff”? It speaks to not letting small things get the best of you or drive you bonkers. There is an incredible amount of truth to how we let various things get to us. It may seem big, but maybe it was never quite what you thought it was. My thinking on this focuses on how impressions and communications continue to play a role in what bothers us or how we manipulate others and cause heated encounters of various sorts. We escalate issues and blow things out of proportion and let small things turn in to big things. But here’s the thing: we can turn it around and create a positive understanding.

According to an article in Psychology Today, little things matter more than any grand gesture and this include small notable “gestures, actions or words.”¹

What are some things that help us feel better in everyday situations? Could it be a tiny note, a thank you, an apology, a hug, an “I understand” or “Congratulations, you deserve it!”? How about, “Let me see what I can do” or a simple, “How can I help?”?

I think the little things are mostly about thoughtfulness. Eliminate apathy and suddenly a whole new world opens up. Be on the lookout for those little bits that relieve tension, make you smile ever-so-slightly and warm your heart. You never know, it could help make someone’s day and in turn do the same for you. Talk about bringing about a positive influence, you can’t beat that!

In closing, I’d like to leave you with a classic song sung by Kitty Kallen called…you got it, “Little Things Mean a Lot.” It reiterates some of those little things mentioned herein. Enjoy!

 

https://www.youtube.com/watch?v=2C7SzKv2uLU

Cheers!

https://www.psychologytoday.com/blog/in-the-name-love/201112/little-things-mean-lot¹. (Viewed 6/21/2015)


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