Tiny Noticeable Things

Introduction

Tiny Noticeable Things

TNTs are Tiny Noticeable Things. They are all the little things that people don't need to do, but do do.

They may be tiny, but they are highly explosive, and they create the biggest, longest-lasting and most vivid of pictures in people's minds.

They are the difference between a four- and five-star customer experience; the difference between a manager and a leader; the difference between a team that's floundering and a team that's flying. They are the difference between a great place to work and a not-so-great place. They show how much we care; they make and break relationships, and yet they cost nothing.

They could be as small as a smile, as teeny as a ‘thank you', perhaps remembering a person's first name or recalling if a customer prefers their coffee with or without sugar. Maybe a few words of encouragement or even a handwritten note of recognition to a team member. Tiny, simple things that are overlooked all too often but have the potential to set in motion seismic shifts in thinking and bring about profound change. The effect that these little engagers can have is quite phenomenal.

Their explosive power comes from the fact that they are out-of-the-blue, unexpected, surprising acts of kindness. They are those little extra steps that people take for each other that go beyond expectations. Their impact is so much so that they are able to penetrate straight through the conscious mind and gain fast-track access to the subconscious, where ...