It was our wedding anniversary last night and we bundled up warm in our layers to make our way to one of our favourite restaurants, Hadley House in Wanstead E11. On the way we passed another restaurant - about half a mile closer, with good food, décor and ambience and you could tell that the question "Why aren't we going there?" had occurred to both of us at precisely the same moment. A tenth of a second later it had gone - we both knew the answer.The last and only time we had gone there we had a nice enough meal but it was spoiled by the minute amount of satay sauce that they gave us a starter. And when I say minute, I mean minute: we were practically grinding our chicken into the plate to get some flavour onto the meat. And the theme continued for the rest of the meal.

Okay, sounds a bit pathetic I know, but we don't like splashing out sixty quid at a place where we feel the hosts are stingy. It's one of those tiny but important things - a make or break detail.

Don't worry; this hasn't turned into a restaurant review newsletter. My point is that sometimes it's a small thing that can put a customer or potential customer off you - the way you answer the phone, the way you always have to be hounded to respond to your emails or the cold breeze that whips through your salon/office waiting room that makes customers think they could have an easier and more enjoyable time elsewhere.I've been kind and haven't mentioned the name of the restaurant but I wonder how many people would do the same when talking about a business they had been disappointed?

Paula Gardner is the author of Get Noticed: Boost your small business profile in 30 days or less.