December 6, 2017

The Secret Nespresso Machine Affair – continued…

I’ve had a wisdom tooth infection since the weekend. On Sunday I decided I HAD to see a dentist, whatever the cost.

Practically no small businesses in Sheffield open on Sundays, no matter how customer facing. It drives me mad. Do people not spend money on Sundays? Do people not get tooth infections on Sundays?

To my surprise, I found a dentist online who appeared to be open. Gave them a ring. After a few short rings, a receptionist answered. I couldn’t believe it.

Did I want an appointment for today? Sure – how about 1.20? I could have kissed the receptionist down the phone line, were it possible.

When I arrived, I quickly noticed the appearance of the surgery had been carefully considered. Quirky photos of staff lined the walls. This is going to be bloody expensive, I muttered under my breath.

I checked in at reception, went to sit down, and spotted this:




I get disproportionately excited by Nespresso machines. I don’t want to know how they work. In my head, they work by magic.

I had only just started to carefully caress the machine when the dentist interrupted me, and called me in. She rooted around in my mouth for a few moments, stating letters and numbers to the dental assistant.

“You need some serious antibiotics,” she said.

“Oh. Do you know a pharmacy that’s open?” I asked.

“It’s okay – we can provide them. Sit back a sec.”

Do you see what happened here? It’s the small details of the experience that make a big difference.

  • They were open on a Sunday (sacrilege in Sheffield)
  • They had the drugs in stock – no need to find a pharmacy
  • AND they had a Nespresso machine… (I’m gonna get you next time mwahaha)

Did they charge a lot? Yes.

Did I care? No.

Never forget that small details really matter.

Rob Drummond

Rob Drummond runs the Maze Marketing Podcast and Maze Mastery. Rob specialises in content production, ad creation, storytelling and CRM systems. He has two published books, Magnetic Expertise and Simple Story Selling, affordable on Amazon.