ABSTRACT
In any organisation it’s clearly right for the leadership to focus on the core activities. But it’s a mistake to think that the peripheral details can be left to take care of themselves.
I queued for an hotel lift recently, in the company of a large number of grey-pound coach travellers. They were weary and keen to get to their rooms. The lifts, though, were entirely inadequate for the task and some people waited a very long time with their luggage. So, in this good hotel – excellent food, friendly staff, nice rooms – what do you think was the main thing these guests were still talking about two days later?
