His name was Marvin Bower and you could say that he was obsessed with details. As the managing partner of McKinsey & Company in the 1950s, he left very little to chance.
In his bestselling book, ‘The Firm – The Story of McKinsey and its Secret Influence on American Business,’ Duff McDonald notes that Bower ensured that he personally approved every aspect of the firm – from the way the employees wore their socks, to individual office layouts and even the look of each letter to the clients.
This fanatical behavior was extreme, and I certainly wouldn’t recommend it for everyone.
However, we all should take an important lesson from Mr. Bower – the details matter.
In fact, they matter far more today than they did in the ’50s.
Sixty years ago, building a business and getting an idea to the marketplace were extremely difficult. As a result, organizations that had the resources to figure out how faced little competition.
Today, anyone can come up with an idea, put together a business plan, build a Website and launch a marketing campaign, often in fewer than 48 hours.
Overwhelmed consumers have more options today than they could ever reasonably analyze and understand. The question becomes – how do we decide which product/service to choose?
While I’m certain many factors are at play, I can promise you one thing – the details matter.
You might care about the cleanliness of the bathrooms, lighting in the parking lot or the way the receptionist answers the phone.
The focus is different for everyone.
In this crowded marketplace, the little things make you drive an extra quarter-mile to go to a different gym, dentist or grocery store.
As you consider this truth, ask yourself the following questions about your business: What are the key points where my company interacts with its customers, and how can I make those special?
As with most things in life, the solution is simple. You just need to execute.