In light of recent events, the following email was forwarded to us with our tipster admitting that intentions were good while the timing was not.
I recently met with a [BIG executive] who formerly served as a Former Big Four partner and [some hotshot internal group (I think)]. Most of the discussion was focused on how we might help [BIG executive's company] with their global HR transformation. Quite unexpectedly, he began our meeting with a story about a senior manager on our team, [Sally Worksherassoff].
Just a day earlier, he had asked [Sally Worksherassoff] if she could find any information explaining the relevance of Dodd-Frank legislation to Human Resource leaders. When he woke up the next morning, he noticed that [Sally Worksherassoff] had emailed a whitepaper outlining exactly what he needed…at 2:00 am. The timing was critical, as he needed to deliver a presentation to [BIG executive's company] leaders later in the day. After I left [BIG executive]'s offices, he sent an unprompted note to our project team recounting this story and remarking that “seemingly small things like this can add significant value to [BIG executive's company].” The subject header of his note: How to “wow” a client.
My takeaway: small things, big difference. It can be easy to get lulled into reserving our extra energy and special effort for those situations, requests, and issues that seem like “big deals”. But as our client pointed out, there are no small things when it comes to delivering an exceptional client experience.
-- [Big 4 CEO]