So, building on what we were talking about before, we talked about hi bat being brilliant at the basics. Now, the reason why I want to the next thing I want to talk about rather, is I want to talk about the low the little things that can have a negative impact on your service in your experience. But before we can go into that, what I want to do is I want to tell you a story. Now, imagine you're in a situation that you have to leave where you're at, and you have to go to a meeting, and you have to walk there. But as you start walking, you notice you've got a bit of grit in your shoe. Now, it's not big enough or sore enough free to force you to stop and take the grid.
You don't actually have enough time to do that. But here's the question, what happens when you get to the get to your meeting, I would wager that the only thing that you really remember about that journey is the grit in your shoe. And so it's fascinating how all these little things here. Little annoyances, these little irritations are have a huge impact on our perception of how good service or how good experience and isn't isn't reality. So let me give you an example. There was a bus company in Oslo, a public transport company in Oslo called router.
They were looking at their, their their whole service and their whole experience and try and make it better. In fact, they had a whole bunch of feedback that came in on their new CEO came out and said, We are going to stop annoying our customers. That's the first thing that's the first promise you made. And when they started looking into what they realized is they look at all these different there's different things that there's all these different opportunities that they could improve that one particular one, which I thought was brilliant was that they noticed that their policy was when buses arrived at bus stops. If they arrive too early. Then they wouldn't allow passengers that are waiting at the bus stop onto the bus.
Now. Think about This way it's knowing, particularly in the winter, it's cold, right? How frustrating or annoying or irritating would it be if you're stood at the bus stop in the middle of winter? It's bloody cold, sorry, excuse my language, and that this warm bus pulls up and then the driver says, No, it's policy, you have to wait two minutes in the cold before we can let you onto this warm bus. I'm pretty sure that would stay with you for you know, for a while. And the reason that these things stay with us is because of how the brain works.
Neuroscientific evidence supports this. It supports that because it says that we are wired through our survival instinct to avoid risk and uncertainty and disappointment and failure and so on and so forth. In fact, the rewards payoff is that we value avoidance avoidance of this thing between five and 17 times more than we do. surprise and delight. So my Angelou the author and poet had it done really, really well when she said, people may not remember exactly what you did or what you said, but they will always remember how you made them feel. And I think that just captures all of these little things perfectly.
Because it's not about you know, are we think that this inconsequential, it's just a little thing that we've done. It's not about that it's not about what you think. It's about how somebody else feels about what you did.