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This item contains several different items. Purchasing this item includes all of the component items listed below.

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The Little BIG Things with Tom Peters

We are very excited to announce the release of our new Tom Peters program titled The Little BIG Things!

The Little BIG Things contains 91 individual (2 to 3 minute) segments of Tom telling stories and reminding us of what you as a manager, leader and employee need to do to succeed in these crazy times. Every organization and company will benefit from this program!

The 91 segments are available under 5 different topics:

  • Little BIG Things Excellence
  • Little BIG Things Strategy
  • Little BIG Things Service
  • Little BIG Things Leadership
  • Little BIG Things You

Little BIG Things: Service (12 Segments - 28 Minutes)

The Little BIG Things: Service DVD in the new Tom Peters training program will help you and your teams organizationally attack, dismantle, and rebuild how you view the service you provide to your customers. How? Through Tom’s decades of experience with companies in all industries!

Do you know that even your landscape company thinks about how quickly the debris is picked up as part of their “brand”? Do you think it’s a great idea to trash your competitors? Do your employees think that they are a representative of your company with each and every interaction? The topics covered in these twelve clips are essential to your business and should be viewed by every employee – from the CEO to the front-line cashier.

This is how you succeed in business – your business – any business and this is how you survive when your competitors fall.

Clean up Your Brand 2:23

Everything you do is your brand. It is your signature. In some ways, this is an extension of the idea that you “dress for success.” Think of everything you do in this context and ensure that you are making a great impression all the time
Customer Loyalty 2:17

Customer loyalty used to be a novel idea. Rather than thinking about your customer today, think about what that customer could mean to your business over the long term. Tom uses the story of Sewell Cadillac to make his point about why it’s important to think in terms of Customer Loyalty.
Granite Rock 1:42

Tom tells the story of The Granite Rock Co in Watsonville, California who has a slogan, "Don’t like it? Don’t pay." If you are not happy with the service or quality, then you don’t have to pay. How confident would YOU be notifying your customers that they were only to pay their bill if they were 100% satisfied with the service that they received?
Internal Customers Matter - A Lot! 2:25

Tom thinks that internal customers matter - maybe even more than external customers. You need to have everyone in your organization supporting you if you want to succeed and how do you do that? The answer is simple: Pay attention to internal customers.
Invest in Your People 2:44

Tom speaks about a store near his home where the company had spent a lot of money improving the store – but failed to invest in training its sales associates in service. The experience was worse than disappointing. Now there is a beautiful store with the same lousy service. So how can you avoid that same problem?
It All Starts (And Ends) Here 1:46

Psychology (and common sense) tells us that the beginning and the end of an experience overwhelm our impression of service. Tom talks about the “Disney Experience” and how you can implement that in your organization by managing down to the microsecond the beginning customer experience and the ending experience.
Never Trash Your Competitors 2:35

So many things that are important are simple truisms. One of them is this: never (EVER) trash your competitors. Sell yourself. Your competitors may be brutal. You may privately think they’re worthless, but don’t ever say that. If you do, it will only reflect poorly on YOU.
On Courtesy - Henry Clay 2:16

Henry Clay said, “Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” Keep in mind; people remember the small stories and small things.
TGW and TGR 3:17

Many industries have long used a measure called TGW (Things Gone Wrong). There is the other side of the message, TGR…Things Gone Right. Find out what Tom has to say about TGW and TGR.
The Problem with Perfection 1:55

When things are perfect, it is not always memorable to the customer. The happiest customer will be a customer who had a problem and you made an awesome comeback. Think about the “problem with perfection.”
We are Thoughtful 2:49

Fundamental decency matters. Tom likes the word thoughtfulness much that he put together a list about why it is important and suggests some additions to your value statements with them.
You Are An Ambassador 2:19

Everyone who is in business is a salesperson all the time. And everybody is an ambassador for their organization. Tom expands on this simple concept by pointing out that whomever a person meets from your organization is an ambassador.

Purchase Includes:

  • DVD (28 Minutes)
  • Discussion Guide
  • Power Point

This program is part of The Little BIG Things Series which is available with discount pricing.

Exciting news! Tom’s latest book The Little Big Things: 163 Ways to Pursue EXCELLENCE by Tom Peters will be published soon! Pre-order now, ships in March.

This is available as part of

Little BIG Things Series with Tom Peters
This is not your average training film, but then Tom Peters is not your average management expert! The Little BIG Things series contains short video segments of Tom Peters sharing humorous stories, funny anecdotes, and inspiring advice.
This is not your average training film, but then Tom Peters is not your average management expert! This is Tom Peters with his in-your-face, thought provoking, call to arms for all businesses to “get back to basics” or perish! This is Tom telling stories and reminding managers and employees to get o... read more

Component Items

This is a compilation item which contains other items. Licensing this one item causes all of the following items to be licensed.

On Courtesy - Henry Clay
Henry Clay said that "Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart." Remember, people remember the small stories and small things. That's all you have to say about service!
DVD style course with completion certificate only
Customer Loyalty
Customer loyalty used to be a novel idea. Carl Sewell spoke about the long term value of customer loyalty. Think about what that customer could mean to your business over their lifetime.
DVD style course with completion certificate only
Internal Customers Matter - A Lot!
Internal customer matter - maybe even more than external customers. You need to have everyone in your organization supporting you if you want to succeed and how do you do that? By paying attention to internal customers.
DVD style course with completion certificate only
It all starts (and ends) here
Our Impression of service is overwhelmed by the beginning and the end. Disney knows this better than almost any other organization. Disney manages it's parking lots with great intensity so the beginning and ending experiences are fantastic!
DVD style course with completion certificate only
Granite Rock
In Watsonville, California, the Granite Rock Co has a slogan, "Don-t like it? Don-t pay." If you are not happy with the service, quality etc, then you don-t have to pay. They remind the customer about how good their work is.
DVD style course with completion certificate only
Invest in Your People
It may not be worth fixing up the look of a store of you don't have great people. Everyone has a budget. Lock your budget down and then cut capital expenditures by 25% and put that money into people. It will make a difference.
DVD style course with completion certificate only
Clean up Your Brand
Tom has a vendor that he works with on his farm in Vermont. This company meticulously cleans up after they do their work. Everything you do is your brand, so pay attention to all the details. Dress everything for success.
DVD style course with completion certificate only
We are Thoughtful
Fundamental decency matters. Tom likes the word thoughtfulness. So think about adding this to your values statement, "We are thoughtful in all we do." thoughtfulness is key to so much that makes you and your organization special.
DVD style course with completion certificate only
The Problem with Perfection
When things are perfect, the customer doesn-t remember it. The happiest customer will be a customer who had a problem and you made an awesome comeback. Brilliant comebacks are the most important things you can do.
DVD style course with completion certificate only
TGW and TGR
Industry has long used a measure called TGW (Things Gone Wrong). There is the other side of the message. TGR. Things Gone Right. Singapore is an example.
DVD style course with completion certificate only
You Are An Ambassador
Everyone who is in business is a salesperson all the time. And everybody is an ambassador for their organization. When someone walks into your door, whoever sees them is the ambassador.
DVD style course with completion certificate only
Never Trash Your Competitors
Never (EVER) trash your competitors. You may privately think they're worthless, but don't ever say that. If you do, it will only reflect poorly on YOU. Instead, sell yourself.
DVD style course with completion certificate only

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