Unless the goose is happy and healthy in ALL areas, she cannot lay golden eggs consistently and excellently. Very often the smallest things show this up in an organisation, and, in service, very often the small things are the big things.

As customers:

Ø  we don’t care if you’re the cheapest if you’re painful to deal with

Ø  we don’t care if you’re the fastest if you’re not accurate

Ø  and we don’t care if you’re the most innovative if you’re not ‘caring’ in every little detail of every transaction every day.

Look after you goose, carefully, obsessively, and lovingly. Prioritise her needs above yours, and she will continue to lay golden eggs.

… and remember, it’s quite easy to understand that you need to improve the lot of your goose when she’s only laying sporadically, … it takes an obsessive genius to keep up this care and attention when the eggs come every day.

But you have to: because if you neglect any part of this, the eggs will stop coming.