Want to open the door for your competitors to poach customers from you. Start small. Take your eye off the little things. The lack of a smile or a “thank you.” A delay in getting a callback. The kinds of things that, by themselves, aren’t fatal — but taken together, open a door for your competitor to suggest that things are better elsewhere. A hugely helpful exercise is to break your process down into the smallest possible elements, then find ways to measure and secure those elements. It’s rarely the big things that cost you a customer, but the sum of all the little things.
