It's The Little Things

It was raining. I went to the hotel lobby to pick up the suit I'd had delivered, cursing myself for forgetting an umbrella, as I would now end up getting the suit all wet. That's when I found the umbrella packed in with the delivery. It really is the little things that count, but finding the right little thing is hard. It requires empathy. Getting it right requires spending time getting into your client's head. It requires you to figure out what they might need and how you might be helpful. It's tougher than it sounds.