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Service, the Devil is in the Detail

3 September, 2010 by James Lawther Leave a Comment

The Pareto principle or 80:20 law tells us to focus on the big things, the key levers that make the most difference.  Don’t sweat the small stuff.

But according to Seth Godin, being really slick then it is all about the small stuff, the way the food is presented on the plate or the way the bar tender remembers your favourite drink.

Mutually exclusive?

No, just worry about the biggest small detail first.  That way, sooner or later the small stuff will become big.

Customer service is all about detail.

Photo by Nathan Dumlao on Unsplash

Filed Under: Blog, Employee Engagement Tagged With: continuous improvement, customer focus, pareto principle

About the Author

James Lawther
James Lawther

James Lawther is a middle-aged, middle manager.

To reach this highly elevated position he has worked in numerous industries, from supermarket retailing to tax collecting.  He has had several operational roles, including running the night shift in a frozen pea packing factory and carrying out operational research for a credit card company.

As you can see from his C.V. he has either a wealth of experience or is incapable of holding down a job.  If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

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