Focused Mindset + Small Actions = Big Client Impact

I use a neighborhood dry cleaner for most of my work laundry. It’s close, convenient, and I like supporting a local family business. The son runs it now, and I genuinely enjoy bringing them business.

But when I have a shirt with a stain or something that needs extra care, I drive a little farther to a different cleaner. Here’s why.

At my usual cleaner, when I point out a stain or ask for extra attention on a garment, the response is usually a shrug and a quick “no promises,” followed by tossing it into a bag. Efficient, but not exactly confidence-building.

At other cleaners I’ve used over the years, the experience is different. They take a moment, examine the fabric, place a small marker on the stain, and say something along the lines of, “We’ll definitely do our best.”

That tiny piece of tape and the shift in tone makes a massive difference in how I feel as a customer. It signals care, intention, and accountability. And it costs them almost nothing.

This is more than a dry-cleaning story. It’s a reminder of how small cues shape trust. In fact, research from PwC found that 73% of customers say a good experience is a key factor in their loyalty, yet most of what influences that “good experience” comes down to small moments—attention, acknowledgment, and personalization.

There are always ways to elevate the client experience that require little time or budget:

• Sending an invite to a webinar your firm is hosting

• Congratulating a client when their team wins

• Putting their logo before yours in a proposal

• Picking up on something they mention and actually following up

• Taking an extra minute to explain, clarify, or check in

  
  

These moments don’t scale on spreadsheets, but they absolutely scale in relationships.

What’s a small thing you do with clients—or have experienced yourself—that costs little and has a big impact?

#salestraining #tinysaleshabits