The other day I went to the movies with my wife. We saw True Grit by the Coen Brothers, which was amazing, by the way.

Anyway, before the movie, we decided to grab some lunch at a cafe. I ordered the Nachos while she ordered the Lamb Pita. Both meals tasted great, arrived timely and the staff were really friendly. When I had finished my meal, I went to wipe my hands and mouth and discovered that I had no napkins. No big deal, I’ll just get one from the waiter. So, I had a great lunch and saw a fantastic movie. A good day by anyone’s standards!

Then I got to thinking, that this small, missing detail could really ruin someone’s experience. And if we extend that into the online world, where there are so many of these little things, the potential to ruin someone’s experience is multiplied greatly. So, taking care of the little things in your online communications such as, incorrect spelling or a broken link can really be the difference between solving someone’s problem or giving them more to worry about.