little things

Are ngato gozamas. That’s what I said upon having my Japanese take-out meal handed to me while making a bow. Even though I could only see the eyes, due to her face mask, the tiny chef seemed to be instantly filled with joy. She, of course, returned the gesture and expressed tons of gratitude. Thanking me for my business as I made my way out the door.

Switch positions. In this case, I was the customer, but as the provider of goods and services, there is tremendous potential to invest in these seemingly random acts of kindness.

Random acts of kindness are immensely undervalued. The little, surprising moments of delight you offer within your product or service, throughout your customer journey, really make a difference. With the potential to create a long-lasting impact.

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