Service, the Devil is in the Detail

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.