If you knew,
and you could see the world through the eyes of the customer,
and you really cared…
What would you do?
That's a simple test of creating excellence.
So, if I'm on hold for 56 minutes with Orbitz, does the CEO know? Is that ever a desired outcome?
Does the engineer who shipped a hackable voting machine know that it's hackable?
The plumber who finished the job and left the hot/cold controls in reverse position… did he care enough?
Excellence cuts through bureaucracy and status quo and excuses and asks a simple question:
What would you do if you knew?