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Week 17

Posted by Dan Carter | Posted in One Idea a Day | Posted on 24-03-2014

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Ones Add Up

Howard Schultz stated this in his book Onward, “We thought in terms of millions of customers and thousands of stores instead of one customer, one partner, one cup of coffee at a time. With such a mind set many little things dangerously slipped by unnoticed or at least went unacknowledged. How could one imperfect cup of coffee, one unqualified manger, or one poorly located store matter when millions of cups of coffee were being served in thousands of stores? We forgot that ones add up!

Footnote: 65 billion cups of coffee are consumed annually in the United States.  Starbucks holds only 4% of that market.

Many of you are leading organizations that have a large amount of employees and in some cases your organizations serve thousands of customers a day from students at colleges or universities to police forces representing entire communities.  As leaders, do you believe that “one’s add up”?  If so,  can you share in your case how ones added up in a negative way or positive way and how you focus on the ones – also why is it important that organizations pay attention to the singleness of their product or consumer.

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