The service at the restaurant is only as good as the investment the manager makes in staff training.

The quality of the website’s user experience is a reflection of how many hours the developer spends testing and tweaking.

The hours of research the journalist conducts before writing a single word shines through in the genius of the article.

We tend to focus the majority of our thinking on the moment of the performance, forgetting that it’s the work we do leading up to it that makes all the difference. The things we do when the customer isn’t looking is what creates moments of delight.

What differentiates the average from the exceptional is not performance, it’s preparation.

Image by Hernán Piñera.