While preparing my tea this morning I took an extra moment to read a message on the packaging. It explained why they don’t use strings, staples, tags or individual wrappers on their tea bags. By leaving them off they prevent 3.5 million pounds of waste from being produced.
I have to admit, though I noticed Celestial Seasonings didn’t use strings and other things on their tea bags, I never knew why. But now that I know, I applaud them. Their choice to not have the extra material saves money and helps the environment. And the tea tastes just as good.
Here’s why I like this.
First, the company is being smart about how they create their products. They are avoiding waste while delivering quality. And they are telling us about it. Why hide the good things you do? Let the world know!
Second, it’s a healthy reminder that even if we focus on small improvements, we can still have a big impact. We don’t have to move mountains to serve our customers better. We can do tiny things that, alone don’t seem significant, but together can change our organizations.
For example, what if every person in your organization smiled and greeted everyone they met in a warm and friendly way? What if they did that every time with no exceptions. It’s a simple and easy thing for anyone to do. But how would it impact your organization?
Or what if every phone call was picked up in 2 rings or less? What if every email, voice mail, and Twitter post responded to in under 5 minutes? How much more loyal would your customers be if you did this? How many new customers would be attracted to your company? And how might this change the way your company does other things?
A trickle of water created a canyon 227 miles long, 10 miles wide and 6000 feet deep. And choosing to not use tags, staples and strings in tea bags saves 3.5 million pounds of waste every year.
What little things could YOU do that might add up to a big benefit for your customers?
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Great Info! Thanks for the post!
Thanks Jessica!
I do agree that little things make a difference …. provided you get the big things right first. When businesses compete you need to know where to pick your battles, and which ones matter. In competitive markets there are generally lots of companies who have got the basics right, so it is indeed the little things that make the difference. But this is no consolation if the big things are not functioning
As an example I have had exchanges with three large companies this year, my internet provider, my bank and my mortgage provider. My internet provider took 8 weeks to hook me up when I moved house (after charging me from day one of course), my bank accidentally closed my account and caused all manner of problems for six weeks, and my mortgage provider charged me a whole load of inappropriate fees when I moved house, and I’m still trying to get them repaid even though they’ve accepted the goof
In each case I have had telephone conversations with the complaints department, and in each case their bed-side manner was exemplary. The thing is, to date, I think I have been unable to impress upon them that there is more to customer service than being polite and apologising … whilst this is nice I do actually at some point want my problems fixed. Bizarrely this has apparently been a secondary issue and, should matters finally get resolved, I should see it as some sort of bonus
I am right aren’t I? Or maybe I’m going mad. This is a possibility
Shaun – you mention a smart but often forgotten issue. A good “bedside manner” is always important (and expected) but needs to be backed up by real solutions. It’s nice to get a nice employee helping us but if they can’t really help us we’ll go elsewhere.
Thanks for your comment!