I recently engaged a service provider for a large project. This was someone I’d met through an organization we mutually support and who came highly recommended. Given the personal connection, I was pleased by his initial involvement in bidding the project and assuring me of his ongoing involvement.

Regrettably, there was little personal involvement past the scheduling phase. I kept hoping and expecting some follow up from my acquaintance. None came. To his credit, one of his managers did follow up but the punch list we identified to finish the project has yet to be completed.

A mutual friend asked if I’d ever heard from the person I’m referencing. That reminded me of how odd it is that I haven’t.

This individual is highly successful. He runs a large business and business is brisk. But, as I’ve commented before, success can be an early warning indicator for failure.

If you are in the service business, please consider:

1. If you’re too busy to provide the personal touch, you’re too busy.

2. Getting the big things right creates satisfaction, not delight nor loyalty. Those come from the “extras” (attention, value, benefits, results, etc.)

3. Timeliness is an important detail. Sooner is better than later. Saying you’ll get it done isn’t nearly as good as saying when you’ll get it done and then following through.

4. Of he or she whom much is given, much is expected. The more we pay, the more we expect. Premium pricing requires a premium result and service to match.

5. Creating connections is easy; keeping connections is much harder. If you start the sales process, stick with it to the end. Losing a personal relationship during the delivery phase feels like bait and switch.

Extraordinary service delivery is simple in concept but difficult in execution. It means paying attention to the details, including the nuances of relationship.

Remember that all business is personal so the personal touch is one of your most powerful tools. That means personally paying attention to the details and providing the extras.

For years I’ve talked about an old client that reinvigorated their business by giving their electricians hand-held vacuum cleaners. The idea was simple: when you’re done with the job, clean up after yourself.

Clients called in thanking them not for getting the electrical done right–that was expected–but for not leaving a mess. It is a simple but powerful illustration of how little things make a big difference.

I finally got the shades installed in our new offices. A few are crooked and we’re asking the vendor to come back and straighten them out.

The crazy maker? Metal shavings and debris everywhere. I spent 20 minutes cleaning up after the installers.

So I’m not going to be calling the provider with any positive feedback or to express my appreciation. I’m just going to remember how important it is to pay attention to the details.

Don’t just do what is expected. Do the little extras that make the customer or client remember you in a positive way.

I have heard expressed that “God is in the details” as well as “The devil is in the details.” Which phrase you choose depends on whether you are describing the role of the details in achieving great success or causing utter failure.

Rather than attributing heaven or hell-like powers to the details, let’s recognize that you can get the big stuff right and be derailed by inattention to the details. The details are vexing; they can be crazy-makers. They are the bane of the big-picture thinker and the strong suit of the operational genius.

We can all benefit from a closer attention paid to the details of everyday life, whether that means not talking or texting on our PDAs while we drive or executing an important project.

If you’re a big-picture thinker you need either develop the complementary skill set of attention to detail or be in a position to hire someone to handle the details for you.

And if you’re great on the details, don’t lose track of the bigger picture.