My wife and were recently in Pittsburgh where we stayed at the Holiday Inn, located on the University of Pittsburgh campus. It's a nice clean facility with overall friendly service and reasonable rates. We have stayed there many times and we certainly plan to stay there many more times.
On this recent visit though, we decided to have dinner at the restaurant located inside the hotel. When the server brought out the salad, they used the tray shown in pictures above. It had plops of dressing, beacon crumbs, salad droppings, etc. all over the tray. What an unappetizing site it was.
This particular incident really hit home the message of Moments of Truth. That being it isn't the big things but rather little things that lead to big impacts. If you haven't read the book, it is a very worthwhile reading. Apply what is presented in the book and watch your business grow. It certainly worked for me when I was in my own business. It was in fact one of the big secrets behind the growth we experienced. I am confident it can have the same impact for you.