By Atelier CX for the FACC NY
It’s easy to assume that good service is a given in today’s business world. But recent research tells a different story: while expectations are higher than ever, many organizations still miss the mark, often in the small details that shape how people feel.
Whether you’re running a consulting firm, law office, or creative studio, the way you treat clients, colleagues, and partners can set you apart in powerful ways. And it’s not always about doing more; it’s about being more intentional.
Drawing from Forbes Travel Guide’s standards in service excellence, Atelier CX champions the belief that details matter not just in hospitality, but across all industries.
The Disconnect Between Expectations and Experience
A recent Deloitte study found that 80% of business leaders believe they offer great customer experiences. The problem? Less than half of consumers agree. This gap isn’t about major failures; it’s often about the little things: impersonal communication, slow follow-up, or missed cues that make interactions feel transactional rather than thoughtful.
People Notice the Smallest Details
A 2024 McKinsey report showed that 71% of customers expect personalized interactions, and 76% get frustrated when they don’t happen. Not surprisingly, companies that consistently personalize well can generate up to 40% more revenue than their peers.
People today aren’t necessarily looking for VIP treatment; but they do expect to be treated as individuals. That means noticing the small things and responding in ways that feel genuine, not scripted.
It’s often the details that make the biggest impact; from the cleanliness and condition of a space to the thoughtful touches that make the experience feel uniquely yours.
What This Looks Like in Practice
When companies make attentiveness part of their culture, it shows up everywhere.
For example:
A team that remembers a client’s preferences because they’re genuinely paying attention.
A workplace where colleagues feel seen, supported, and empowered to deliver their best, rather than just following a script.
Onboarding experiences that feel human and thoughtful; turning a first impression into lasting loyalty.
These may seem like small gestures, but they create a cumulative sense of trust and care. And in many industries, that can be the difference between a client renewing or quietly moving on.
Trust is Built in the Details
We’re living in a time when service is increasingly digital, fast, and automated. According to a survey by Acquire BPO, 70% of consumers said they would consider switching brands after a single frustrating interaction with an AI chatbot or digital service tool. This tells us something critical: efficiency alone isn’t enough. People want to feel seen.
That’s true not only for clients but also for colleagues. A consistent, thoughtful internal culture sets the tone for how your team shows up externally.
Culture, Not Checklist
Creating a detail-oriented service culture isn’t about following a script or delivering a single “wow” moment. It’s about building emotional intelligence, practicing consistency, and caring enough to follow through. That work often starts internally by making sure your team feels supported enough to care deeply about how they engage with others.
Final Thought
It’s the human touches that people remember. The thoughtful follow-up. The small gesture that shows you were listening. The personalized experience that feels like more than just business.
Atelier CX draws on the legacy of Forbes Travel Guide to help organizations design and deliver experiences that resonate deeply. From client journeys to team dynamics, we believe that every touchpoint is an opportunity to build trust, elevate perception, and inspire loyalty.
Details matter. And they’re often what separates a competent organization from a truly memorable one.
Want to learn more? Visit www.ateliercx.com and find out how we can help you develop your service culture.
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