I had an experience at our Scout meeting this past week that reminded me once again that the smallest things can really change someone’s experience or perception of your business.
A young Scout took me aside near the end of our meeting and asked me to tell one of our older boys not put his hand on the Scout’s shoulder.
The older boy wasn’t hurting the young Scout, was doing this in full view of everyone at the meeting and was just being friendly as he asked the younger boy to help with a task during a meeting. For reasons I won’t discuss here (other than to assure you that it was not sexual abuse related), the older boy’s actions bothered the young man. He assured me that the older boy didn’t hurt or scare him and that there were no other issues between them.
As I told the older boy later, you just never know what the smallest thing means to someone, or what memory it brings back, and as such he needed to make a point of not using that technique in conversation with that particular boy.
Elijah brings it home with the tweet shown above.
Think really hard about the things you introduce into your customers’ experience. You never know what you are reminding someone of.
“What is your mother’s maiden name?” could be an incredibly difficult subject for someone.