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You Better Believe Little Things Count

April 2, 2019
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by Sheri L. Heiney, ASBC, President & CEO, Prescott Chamber of Commerce

Satisfied customers return to purchase again. Returning customers combined with new customers creates business growth and long-term success. In a competitive, progressive society there are generally numerous products and services of essentially the same quality available on the market at any given time; therefore, it’s the little things that count in making the difference between a sale and nonsale and a returning customer or a one-time customer.

Although a business can offer a superior product or service, all it takes is one small “something” to force a change to the competition. Owners, managers and employees not paying attention to detail send a message to customers and prospects that there are more important things in their business than customers and prospects. But wait … customers and prospects are important! They see and experience the little things in a business that are important to them as purchasers.

It’s All in the Details

A retail store might have messy displays, inattentive clerks and dirty restrooms. A service business might have an unfriendly receptionist answering the phone, sloppy technicians or delay appointments. A physician or dentist’s office might keep patients waiting for unreasonable amounts of time, not returning calls promptly or showing little respect for patients as individuals. A manufacturing business might care little about packaging, on-time deliveries or personal service. The list of little items many businesses overlook is endless.

Attention to detail starts at the top of a business and permeates down to every employee in the business. One individual alone paying attention to details is not enough.

Every employee, regardless of position, must have the same mindset when it comes to the little things that count as it pertains to customers. What might be important to one customer might be less important to another and vice versa. This means that attention to the little things in all facets of a business is important. You never know what is important to one customer — the one thing that might keep a customer, secure a new customer or push a customer to the competition.

Getting Ahead of the Competition

Successful businesses pay attention to every detail in the business. They constantly strive for perfection in all areas and every aspect of the business whether internally or externally. They realize that attention to detail is not limited to employees, customers or facilities. It’s not limited to a sales event, end of quarter or peak-sales season. Attention to detail is 24/7. It is a never-ending quest to be better than the competition.

If you’re an owner, step into the shoes of your customers and see what they see. If you’re a manager, do the same. If you’re not a detail person, then get employees involved who are. Get opinions from outsiders. Talk to customers. Have a comment card or online contact form for customers to complete. Offer some type of incentive if they do.

The mission of the Prescott Chamber of Commerce is to provide leadership and resources to create a vibrant business environment for Prescott.

For more information about the chamber please visit prescott.org or call us at 928-445-2000 or 1-800-266-7534 or stop by the Visitor Information Center at 117 W. Goodwin Street.

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LOCAL NEWS: The Northern Arizona VA in Prescott has provided an update on their Homeless Veteran Program. . . .PRESCOTT, Ariz. – The Northern Arizona VA Health Care System’s Homeless Veteran Program, along with its community partners, housed 445 Veterans in 2022, exceeding their target goal by 157%.Nationally, the 2022 goal was to house 38,000 homeless Veterans— a goal that was exceeded by 6.3%. The Department of Veterans Affairs remains committed to ending Veteran homelessness and increasing housing placements is critical to achieving this goal.“This success is a result of efforts built on the evidence-based ‘Housing First’ approach, which prioritizes getting a Veteran into housing, then provides the Veteran with the support they need to stay housed,” said Steve Sample, Medical Center Director.In Northern Arizona, there are a variety of services designed to house homeless Veterans. The VA’s Health Care for Homeless Veterans (HCHV) Program includes VA Supportive Housing (HUD-VASH) vouchers that provide formerly homeless Veterans with subsidized housing and a wraparound, interdisciplinary case management team to address issues that may have contributed to homelessness. The program provides justice outreach services, employment services, health care services through the Homeless Patient Aligned Care Team, outreach, and transitional housing support. The VA also works closely with community partners to house homeless Veterans through a system called Coordinated Entry, where community agencies along with the VA regularly meet to coordinate efforts and ensure homeless Veterans do not fall through the cracks.“We are fortunate that there is so much support for helping homeless Veterans in our area,” said Jessica Taylor, Homeless Program Coordinator for the Northern Arizona VA. “This success could not have been possible without great collaboration between our community partners, Housing Authorities, Tribal partnerships, and support from our local communities.”Looking ahead, the VA will continue to explore new avenues to house homeless Veterans and overcome housing barriers. In collaboration with U.S VETS, Gorman & Company, and the Arizona Department of Housing, a supportive housing project on the grounds of the VA’s Fort Whipple campus is in the initial planning stages. The VA is also expanding outreach to ensure that homeless Veterans are aware of services available to them. For Veterans who are homeless or at imminent risk of homelessness— or if you know of homeless Veterans in need of assistance, call 877-424-3838.For more information on renting to or hiring homeless Veterans, visit: www.va.gov/homelessAbout the Northern Arizona VA: Through its main campus in Prescott, along with Community Based Outpatient Clinics (CBOCs) in Cottonwood, Flagstaff, Kingman, Lake Havasu City, and Anthem— with additional clinics in Tuba City, Page, Kayenta, Chinle, Holbrook, and Polacca, the Northern Arizona VA provides services to approximately 33,000 Veterans over a catchment area of more than 65,000 square miles.. . .www.facebook.com/VAPrescott ... See MoreSee Less

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Empty Bowls of Prescott Arizona has announced that it will distribute $24,000 to local foodbanks! Their 2022 Empty Bowls fundraising event took place in September, and donations can be made year round on their website.prescott-empty-bowls.square.site ... See MoreSee Less

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