DISCOVER HOW TINY CHANGES AND ACTIONS CAN REVOLUTIONISE CUSTOMER AND EMPLOYEE SATISFACTION
TNTs are Tiny Noticeable Things. People don’t need to do them, but when they do, they can have a phenomenal and explosive impact. From remembering someone’s first name and recalling how they prefer to take their coffee, to sending someone a handwritten ‘thank you’ note, they are all the little cost-nothing engagers that create the biggest, longest-lasting impressions. They show you care, they blow people away, and they make a very big difference.
In Tiny Noticeable Things, best-selling author Adrian Webster shares his ideas along with the personal experiences of over 100 contributors to help you harness the power of TNTs and take your organisation and personal relationships to the next level.
Discover the tiny tweaks that elevate the most successful teams to astounding heights, find out what makes employees genuinely happy, hear from customers about the subtle ‘human’ touches that have put smiles on their faces, and gain invaluable insights into how just the smallest of things can give such a positive lift to those around us.
If you want to differentiate yourself, don’t overlook the TNTs!
WARNING - THIS BOOK COULD SERIOUSLY IMPACT YOUR BUSINESS
‘I often say at work no-one can help everyone but everyone can help someone. I once had one of three hundred volunteers on a community build say “I can’t believe there’s generosity on such a scale.” The truth was each of those people gave what they could but the sum of those individual gifts of time and skill built a facility that changed vulnerable people’s lives. That for me is what TNTs are all about.’
Nick Knowles - TV Presenter & Motivational Speaker
Table of Contents
Acknowledgments xiii
Introduction xv
Tiny Noticeable Things xv
TNTs - The Difference xvi
TNTs Shared xvii
1 Customer 1
Old Friend 7
We’re Open 9
Service with a Smile 11
Hot Chocolate Inspiration 14
Good Service x 2 16
Favourite Room 17
Caring at Invicta Court Care Home 19
Growing Customers 24
Happy Shoppers 25
Out of the Hat 26
Salt ‘n’ Pepper 28
Pterodactyl Postal Service 29
Fender Surprise 30
Saw You Coming 32
What, No Macaroons! 33
Pumped Up 34
Singing Conductor 36
Many Happy Returns 37
Memorable Appointment 39
Bon Voyage 40
Out-of-Way Recognition 42
Understated 43
Hear to Help 44
Belated Birthday 47
Food for Thought 49
Feeling Blessed 50
Beyond Our Remit 51
Bulb Blowing 52
Back Down the Pub 53
Problems Owned 55
All okay? 57
Merritt Christmas 59
Scottish Hospitality 60
No Problem 61
Special Requirements 64
Two-Way Street 65
Ice Cream Craving 66
Happy Ever After 67
. . . And Relax! 68
2 Team 71
Take a Break 76
Starfish Difference 78
You’ve been Mugged! 82
Paul’s Tree 84
From the Top 87
My Cuppa Tea 88
Yours Forever 89
Pit Stops 91
Many Hands 95
Caffeine Start 96
Happy Anniversary 97
Welcome 98
Studies Paid Off 99
Small Thing, Big Smile 100
Royal TNT 101
Bowled Over 102
Dziękuję Ci 103
With Love 106
Highflyer 108
From Fran 110
Seasonal Thoughts 112
Father-Daughter Inspiration 113
Mine’s a 99 114
Hugs Online 115
Feeling Appreciated 116
Caring Bosses 118
Sincere Thanks 119
At Home 120
Kosta’s Coffee Mug 122
Sent Home 123
For Everyone 124
Family Business 125
Two Sugars? 126
Mustang Paul 127
The Power of Positive Feedback 128
Passed-On Behaviours 130
On the House 132
Keep on Knocking 134
World Class 136
3 Personal 139
A Gooner’s Thank You 143
Uncle Pete 144
Fossils Found 146
Vicky 148
For Féah 150
A Load Off My Mind 151
Happy Days 152
Kettle’s On 154
Keeping It Clean 155
Hilltop Journey 157
Two-Wheel Therapy 159
Good Samaritan 161
Stranger in the Night 162
Free Parking 163
Merry Christmas 164
For Me 165
Toll Free 167
Why Aye 168
Roadside Assistance 170
No Flowers 171
Good Neighbour 172
Cheers! 173
Sweet Thing to Do 174
Checkout Delight 176
A Personal Conception 177
Inclusive 178
Star Struck 179
The Ultimate Award 180
Our Not-So Tiny Noticeable Thing! 181
4 Covid 183
More Than My Job 186
Inspirational Message 189
Superheroes 191
Selfless 192
Chain Reaction 194
Take a Seat 197
An Original 198
Piece of Cake 200
Workouts to Remember 201
Continued Support 202
Rainbow Effect 204
Pizza Recognition 206
Locked-Down but Engaged 207
Auto Renewal 209
Way to My Heart 210
Dry Plaice 211
Fit for Free 212
Don’t Know You, but We Recognise What You Do 213
Unforgettable 215
Whoever You Are - ‘Thank You’ 216
Forget Me Not 218
Never Too Old 220
My Little Friend 221
Welcome Recognition 223
Not Alone 226
Heroes 227
Is This You? 228
Shop for Free 229
Disney Experience 231
Cyril the Snake 232
Trust 234
Linc Cymru Housing Since Covid 237
One Last One from Me 238
Special Mention for Some Very Special People 240
Lisa and James’s News Update! 242
TNTs Day - April 9th 245
Prize Draw: Win £500 towards a TNT experience! 247
Talking TNTs Podcast 249
TNTs 2 251
About the Author 253
