The little things make a big difference. My favourite establishments are the ones who take care over them.

Matt tweeted a shot of his hotel because it’s cool. That hotel wouldn’t be shared with anyone if it hadn’t thought of the little things. And the same goes for a lot of other places. The mouth-shaped urinals at Roxy London, the elevator in Europe with buttons to choose your lift music, the salt and pepper pots in First Class that are engraved with “stolen from Virgin Airlines.” All minimal cost in comparison to the value it adds in the customer’s experience of a product.

I’m building a business plan at the moment for a side-venture and considering every detail. Although I’m not really selling a physical product, there are things one can do in site design and everyday service that could mean the difference between a referral and a bitching session.