So good, nobody notices. When I saw this article title, the voice in my head said: “stop the bus.” Not because I disagreed. But because I felt like it was reading my mind or eavesdropping on recent conversations. I’ve had the chance to get out and see some other operators lately. This is enlightening on many levels, but…as relates to this…I am amazed at what others “get away with,” from the food to the presentation to the customer service. I have said in my head and even privately to others: “if we looked like this at ______ (insert nearly any MG location) for one meal we’d be fired.” We do so many things to make MG dining special…perhaps so consistently special that…it goes unnoticed. But consider for a sec what might happen if we didn’t?
Incremental excellence will never be as sexy as the thrill of the new because the better you get the less noticeable the difference may be. But it can be every bit as valuable.