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The little things matter

CIMG3506 After hearing Chip Conley speak about the amazing design, service, and "mojo" he tries to build into all his hotels, I was very excited to stay at the Hotel Montgomery in San Jose.

It was nice enough. But I was really turned off by this "fitness center" (you can see the entire thing in this photo).

I had a fine experience at the hotel, but this one little thing is enough to keep me from coming back.

You can’t be sort of awesome.  It’s all or nothing.  Seth Godin calls this "The Sad Lie of Mediocrity":

Doing 4% less does not get you 4% less.

Doing 4% less may very well get you 95% less.

They lost 100% of my business, not just a little bit over a little issue.

P.S. The next day there was a note on my bed that the hotel had been sold.

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