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.
