When I was at Quicken Loans one of my favorite of the ISMs, which made up our corporate DNA, was “The inches we need are everywhere around us.”
So, it struck me today when Seth Godin, another really successful guy reveals the same conclusion about making clients fanatical about your company and product in his post on follow through:
If you know that the last two inches of your follow through don’t matter, then you’ll start slowing down at three inches, or even four, and suddenly it does matter. If you draw the line on money back guarantees you’ll keep sliding backwards, bit by bit, until it does matter. If you’re quick to fire the employee who needs a lot of help, you’ll be quicker with those that need just a little, and then, pretty soon, it’s a very different place to work, isn’t it?
Obsessing about the last inch of follow through ensures that the important parts of what you do get just as much (if not more) commitment.
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customer experience, customer loyalty, quicken loans, seth godin
About Bill Rice
