Insights & News

​How Can You Innovate for Your Customers? By Doing the Little Things Right

Posted On October 12, 2016

For Flat World Holdings Customer Service Week, we wanted to focus on some of the guiding principles we use to guide our family of companies, make our teams better, create ideal environments for our employees, and serve our customers in a way that creates truly exceptional stories.

For this post we wanted to focus on innovation, and a quote we’ve all heard:

“If you always do what you always did, you will always get what you always got.”

That quote has been attributed to everyone from Mark Twain to Henry Ford to Tony Robbins. That’s probably because it’s a universal truth. What that quote means is that if you want to innovate, you have to do something different. And when you want to innovate, you have to do something big, right?

Innovation is the iPhone. An electric car. A private space flight to Mars.



Day-to-day innovation is what makes companies better, communities healthier, and people happier.

In other words, it’s the little things that really keep us moving forward. That’s true at home, it’s true at work, and it’s true in customer service.

Here’s how we pledge to serve our customers better by getting the little things right.

1. We commit to prioritizing the important things first. Each day, we commit to identifying the two or three tasks that are the most crucial to complete, and do those first. Our commitment to our customers, and each other, is to prioritize, plan, and execute.

2. We commit to being fully present. In yesterday’s blog we talked about being fully present, or “being there.” We commit to being fully engaged with the customer in front of us at any given moment. We won’t be that person you meet at a party that is always looking over your shoulder for the next, more important person to talk to.When we are tackling a problem with our customers, we are fully present.

3. We commit to building good habits. It’s easy to think that the way we currently do our job is the best possible way to get the work done. After all, it’s worked for years, right?

That mindset is a fast way to get in a rut—and fail to deliver the best customer service possible.

We commit to challenging ourselves. We commit to stretching ourselves. We commit to questioning ourselves.

When we challenge ourselves, question ourselves, and stretch ourselves, we build better habits. As a result, we become more efficient, which will help free up the time needed to help a customer tackle a particularly challenging problem. That extra time will allow us to deliver the “excellent” service our customers expect from us.