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It could have been so great

We were staying in a beautiful seaside resort. It was nice.

But it fell just short of great. We probably won’t be back.

It would have been so easy to be impressive — fix the toilet paper holder and loose doorknob, a little WD-40, a few towel hooks. 

The difference between OK and GREAT is caring for the details. Not strategic wizardry, not tech innovation — lots of companies do things similar to the best companies.

But the ones who care most about the tiniest customer-facing details win every time.


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  1. Ron Yates July 28, 2015 at 10:35 am #

    Andy – I couldn’t agree more with you! Why don’t managers/owners get this?

    I recently stayed at a “nice” lodge on the California coast that looked great from the outside. But the room had dark marks on the wall where a chair kept hitting it. A saggy light fixture in the bathroom and a few other small problems. But it’s these small problems that bothered me. It would have taken a handy man an hour to fix them.

    So like a white t shirt with a red pasta spot – you don’t notice the 99.9% of the unblemished t shirt. You notice that red pasta spot!

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