bwagy, the blog of Ben Young

I was chatting to the CEO of Ricoh New Zealand last week around leadership and I picked up on an interesting point.

He was talking about the little things, make hundreds of little changes and the net effect they had.

You see the little things, firstly they’re hard to identify, so hard to replicate but also the unique combination of them makes the little things a strong competitive advantage.

Reminds me of Tom Peters book, The Little Big Things, an excellent read.

The silver fern pattern on the top of your espresso, the smile of the attendant at the petrol station, the thank you note included with your proposal.  People notice.  And they care.