There’s Magic in Managing the Details

“Detail is no detail.”
I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of the “little things” that seemingly don’t matter can actually be very important.
An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer. On page 163, I wrote, “Our perceptions of the organizations with which we choose to work are inevitably shaped by a sequence of seemingly little experiences that can go either well or poorly.” The examples include demonstrated positive experiences by focusing on the “small stuff.”
For example, when guests sit down for dinner at the Italian restaurant chain Brio, they probably don’t notice that the colored sugar packets on the table are