In this episode, we’re covering how small details make all the difference when creating an unforgettable brand. I’ll give you examples in 3 different industries on how to do it.
Chapters:
- 0:00 Intro
- 1:19 Hot Take
- 3:38 Get an easy $500
- 3:58 Why little things matter
- 7:25 Example client experiences
- 9:57 Little details to improve experience
Hello everyone and welcome back to another episode of Honestly, It’s Business. A show where I give my honest, unfiltered opinions on running a small business, building a brand, and the messy, sometimes hilarious reality that is being a creative business owner.
My name is Barbara DiLisio. Thanks so much for being here.
In today’s episode, we’re diving into why the little things matter so much when it comes to your brand experience. Those small details can be the difference between being forgettable and unforgettable. Between “it was fine” and “you have to check this place out.”
Creating those wow moments doesn’t require a massive budget or a ton of extra work. Often, it’s the smallest investments that leave the biggest impression and turn ordinary customer interactions into experiences people remember and talk about.
But first, this week’s
Hot Take
Can we please stop using AI to make YouTube thumbnails?
Maybe I’m in the minority, but I find it lazy, weird, and honestly kind of depressing. YouTube thumbnails were already starting to look identical before AI entered the picture. Now it’s even worse. Every feed is packed with the same glossy, over-processed, AI-generated faces, exaggerated expressions, and generic visual styles.
What I’ve always found funny about YouTube is that everyone’s trying so hard to stand out, yet we’re all following whatever formula some random YouTube “expert” says is guaranteed to work. The result? We all end up looking exactly the same.
I’ve never paid much attention to those trends. Maybe that’s why my channel isn’t massive. But it never made sense to me to copy everyone else when the goal is to be different.
And now AI is accelerating the problem. There’s so much low-effort content flooding the platform. A lot of it looks cheap, rushed, and completely disconnected from the person behind the channel. Ironically, constantly tweaking prompts and regenerating images isn’t always saving time either. In many cases, you could’ve just made the thumbnail yourself and been done with it.
The channels that stand out are usually the ones that feel human. The ones with a point of view. The ones willing to look a little different instead of chasing the latest formula. That’s getting harder to find, and AI-generated thumbnails are a big part of the reason why.
That’s this week’s Hot Take.
Up next, we’re talking about why the little things matter. How small details can be the difference between a brand people forget and a brand people can’t stop talking about. Because the most memorable experiences aren’t usually built on big, flashy moments. They’re built on thoughtful details that leave a lasting impression.
But first:
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When I was a kid, my parents would take my sister and me to this restaurant every now and then. We didn’t go out to eat very often, but when we did, a lot of times it was to this local diner. Nothing fancy. Just a solid place with good food.
But there was one thing that set it apart. The homemade cinnamon bread.
It was really good, and one of the main reasons people went there. Plenty of restaurants give you bread before your meal, but most don’t give you homemade cinnamon bread.
The free bread became the main attraction of this diner. Whenever that diner came up in conversation, someone would mention how good that bread was.
That small detail became part of the experience.
I grew up in New Jersey, where diners are everywhere. Most of them serve pretty similar food, so if you want people to remember your place, you have to give them something to remember. For this diner, it was the bread.
As a kid, I looked forward to it every time we went. Back then, I wasn’t thinking about branding, customer experience, or what makes a business successful. I just knew the bread was good, and apparently a lot of other people thought so too.
Looking back, though, that diner taught me an important lesson about branding. The things that make people remember you usually aren’t the biggest or most expensive things you do. They’re often the small details that make the experience feel a little different from everywhere else.
That cinnamon bread turned an otherwise ordinary diner into a place people talked about and kept coming back to. And over the years, I’ve noticed the same pattern again and again. The businesses I remember most aren’t always the ones with the biggest budgets or the fanciest products. They’re the ones that paid attention to the little things.
Those small details are often what separate a forgettable experience from a memorable one.
So today, I want to talk about how you can build those kinds of details into your own brand, why they matter so much, and how they can turn customers into people who remember and talk about your business.
Client Experience
So you might be thinking, “That’s a great story, but I don’t run a restaurant. How does this apply to my business?”
It really comes down to your client experience.
Every business has one, whether you’ve intentionally shaped it or not. Every interaction someone has with your brand, like how they find you, how they communicate with you, and what it feels like to work with you, adds up to an experience.
So when we talk about the little details, we’re really talking about the small things that improve that experience. The touches that make things clearer, easier, more enjoyable, or more memorable for your client.
But if you haven’t really thought about your client experience yet, that’s the first step. Before you add details, you need to understand the bigger picture.
Let’s look at a few examples of what a client experience can look like across different industries.
These are broad generalizations, of course. Every business is different. But what’s important here isn’t the specific business—it’s understanding why people are going there in the first place and the mindset they’re bringing with them.
That’s something a lot of business owners overlook. The experience doesn’t start when you deliver the service. It starts with the reason someone sought you out in the first place.
I intentionally chose three very different businesses because I want to show that regardless of the industry, an experience is always happening. Whether someone is stressed, excited, relaxed, uncertain, or simply trying to get something done, those emotions shape how they interact with your business.
Going to the Mechanic
First, let’s talk about going to the mechanic. Most people don’t go to a mechanic because they want to. They go because something’s wrong with their car. Maybe the brakes need replacing, a headlight goes out, or the check engine light suddenly comes on.
It’s usually not an expense anyone is excited about. It’s just part of owning a car.
So the process is not exactly enjoyable. You call to make an appointment, bring the car in, drop it off, and then wait. Sometimes you’re waiting for an update on what’s wrong, other times you’re just waiting to hear that it’s ready and how much it’s going to cost. The experience can be a bit stressful, especially if you’re waiting to hear back about what’s wrong with your car. Will this cost a few hundred dollars or a few thousand dollars? This isn’t an experience that most people enjoy.
Getting a massage
Maybe the complete opposite of going to a mechanic is going to get a massage.
With a mechanic, you’re dealing with a problem, and that can be stressful. With a massage, you’re choosing to step into something designed for relaxation.
You still make an appointment, but it’s intentional. It might be a gift, a bit of self-care, or just a way to ease tightness and tension in your body.
Either way, the mindset is completely different. You’re walking into a calm, quiet environment where the goal is to slow down, not rush through. And you know exactly what you’re paying upfront, so there are no surprises waiting for you at the end.
You leave feeling looser, calmer, and better than when you arrived.
Getting your dog groomed
Somewhere in the middle of these two might be getting your dog groomed.
You take your dog to the groomer because they need a bath, nail trim, and a haircut depending on the breed. Technically, you might be able to do it yourself, minus probably the haircut, but most people would rather pay a professional to handle everything and do it well.
Unlike going to a mechanic, it’s usually not an urgent problem that needs to be fixed. But it’s also not a relaxing, self-care experience like getting a massage. You’re taking care of something important to you, your pet.
There’s still an appointment, a drop-off, and a pickup. You’re trusting someone to take good care of your dog while they’re there. And when you come back, you’re hoping they look great and were treated well in the process.
Little things that make a difference
Now that we’ve looked at the client experience for these 3 different industries, let’s talk about little ways we can add to that experience to make it stand out.
Mechanic
Let’s start with the mechanic.
Every mechanic shop I’ve ever been to has had a waiting room. Not every repair takes all day, so a lot of customers choose to wait while their car is being worked on instead of arranging a ride and coming back later.
That means people are spending time in your space, often with nothing to do except wait. So make that experience as pleasant as possible.
The shop itself might be dirty because that comes with the job. But the waiting room should be clean, comfortable, and inviting. Stock some snacks, bottled water, and decent coffee. Not the burnt pot that’s been sitting on the warmer since 7 a.m.
Have a clean restroom. Put something on the TV. Keep a few magazines around. Hang some vintage car photos or interesting automotive memorabilia on the walls. Give the room some personality instead of making it feel like an afterthought.
Remember, most people aren’t excited to be there. They’re waiting because they have to. The more comfortable you can make that experience, the better.
And don’t forget about communication. You don’t need an employee standing in the waiting room all day, but checking in periodically goes a long way. Give people updates. Let them know what’s happening with their vehicle. Ask if they need anything.
You can also create memorable moments through service. If a customer needs to get home or back to work while their car is being repaired, offering them a ride can make a huge impression. It’s a relatively small gesture, but it’s the kind of thing people remember and tell others about.
And finally, use people’s names. It’s simple, costs nothing, and instantly makes the interaction feel more personal.
None of these things have anything to do with fixing cars. But they have everything to do with creating a better client experience. These little extra efforts are what will make people choose you over the repair shop down the street.
Massage therapist
Now let’s look at the massage therapist.
Of course, you want the room to be comfortable, clean, and calming. But the little things matter too. Have a place for clients to put not just their clothes, but also their jewelry, glasses, keys, and other personal items. A phone charging station is a nice touch, especially if you point it out when they arrive.
Giving clients a few small choices can also make the experience feel more personal. Let them choose between a few massage oil scents. Give them the option to pick from a few music playlists. These aren’t major changes to the service, but they help people feel like the experience was tailored to them.
The massage therapist I go to does all of these things, and it’s one of the reasons I keep going back to her. Yes, she gives a great massage, but she pays attention to the details. The details that customers remember are often the ones that are easy to dismiss as unnecessary or silly. But those small touches are often what separate a good experience from a great one.
Another thing that goes a long way is remembering your clients’ preferences. Maybe someone likes lavender oil, prefers a quieter session, or always asks for extra attention on their neck and shoulders. Taking note of those things and remembering them for the next appointment makes people feel seen. Instead of feeling like just another client on the schedule, they feel like someone you actually know.
You can also think about the experience before and after the massage itself. Offering water when they arrive, a warm towel at the end of the session, or even a simple follow-up message after a particularly intense treatment are all small touches that show you’re thinking beyond the hour they’re on the table.
Dog groomer
For a lot of pet owners, grooming is something they could technically do themselves. Most people can give their dog a bath, brush them, and even trim their nails. But they’d rather pay a professional to do it, and more importantly, do it well.
The thing about dog owners is that they love their dogs. Their dog is part of the family. So if you’re a groomer, that’s something you should lean into.
Small details can make a huge difference here. Put a cute bandana on the dog after the groom. Take a photo and text it to the owner when their pet is ready for pickup. And when you do, use the dog’s name.
Keep treats on hand. Ask about allergies, sensitivities, or anything that might make the experience more comfortable for the animal. Show owners that you’re paying attention to their individual pet, not just processing another appointment.
And don’t forget about the humans. The waiting area should be clean and comfortable. Dog hair and a little mess in the grooming area comes with the territory, but the client space doesn’t need to feel that way. Offer bottled water, coffee, or a few snacks. Give the space some personality with fun pet-themed decor.
You could even create a small photo area where owners can snap a picture of their freshly groomed dog. Not only is it something people will enjoy, but it’s also the kind of thing they’ll share on social media.
None of these details are complicated. But together, they turn a routine grooming appointment into something that feels a little more special. That’s what people remember.
These are just a few examples of how small details can make a big difference.
No matter what industry you’re in, people remember how you made them feel. They remember the thoughtful touches, the moments that exceeded expectations, and the little things that showed you cared.
Those details are often what people talk about when recommending your business to someone else. They’re what make customers choose you again instead of trying a competitor.
So take a look at your own business. What small detail could you add to your client experience that would make it a little more memorable? It doesn’t have to be expensive or complicated. A lot of the time, the simplest ideas have the biggest impact.
That’s going to wrap up this week’s episode of Honestly, It’s Business. Thanks so much for joining me. If you haven’t already, make sure to subscribe to the channel and turn on notifications so you get notified whenever I upload new episodes. Check out wicky.co to learn more about our services and I’ll see you next week. Love you, bye!
