A combination of small things make a great experience.

Yesterday as I was coming back from work, I decided to stop by this small fish and chips place that sells the freshest fish and chips in close to my place. The owner is an old man, the fish always takes a bit long to get ready and the location is not the great, but boy the fish tastes amazing! The systems are not robust, the way they work is not exceptional but those that know are always there ready to buy the delicious fish and chips.

On my trip this time around, the old man was not there. The service was fast, there were more people behind the scenes to get the things moving quickly and they even had stickers that were put on the order with their contact details, but the fish was not as tasty as it is when the old man was running things. The power of all the little things then came to mind. I am not sure why it took longer when the old man used to serve the fish but whatever it was, it made it tastier (even a friend commented and said it’s the best fish he has ever tasted).

The old man was always in a rush, never too concerned about making friends with the customer but always working on the orders. He always looked at each order before it was given to a customer, and I think through this he was able to pick up if the fish was going to taste well or not. His way of doing things, always ensured that the fish that was served was best in class.