I’m convinced that 1% of what you do makes a 99% difference.

For example, I love staying at the Doubletree hotel and those of you who have stayed at a Doubletree know exactly why: warm cookies. The warm cookies have nothing to do with the hotel business. They don’t make the beds softer or the rooms nicer. But those cookies are a 1% intangible that makes a 99% difference. How I feel about Doubletree is dictated by their cookies!

It is the little things that make a big difference. Sometimes I feel like I am micromanaging, but I have this addiction to detail. Nothing bothers me more than the little things we aren’t doing well. And I try to celebrate the little things we do right.

I walked into the coffeehouse this morning, and our staff did an amazing job decorating it for Christmas. My favorite touch was the frosted snow on the doors and windows. It gave Ebz such a great look and feel. It’s a small thing, but it’s a big thing!

In the NCC context, I think our Annual Ministry Report is a 1% intangible that makes a 99% difference! We give an AMR to every guest. Huge bang for the buck!

You don’t have to do a lot to make a big difference. You just need to figure out the 1% intangibles that make a 99% difference!