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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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21Exceptional Service Is in the Details

“It is just the little touches after the average man would quit that make the master’s fame.”

—Orison Swett Marden Founder, Success magazine

Asked about the difference between memorable and mundane buildings, German architect Mies van der Rohe responded simply, “God is in the details, the details, the details.” What’s true of quality architecture is true of quality service: If you pay attention to the details, the right details, customers will notice and come back for more. That attention to detail communicates to customers that tangibles are important to you and your organization.

Everything Counts

The details surround us, no matter what kind of job we do. It’s how we look, and how our workplace looks, ...

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