“If you have to serve chili to 1,000 people, holding back just one bean from each person means you end up with a tidy savings, and almost no one is going to notice.
If you run a call center and hire people who make a dollar less an hour, who are less supported, or less trained, or less caring, the impact on each interaction will probably seem pretty small. Of course, if you have a thousand operators, you just saved a lot of money.
And, if you make cars and you figure out how to replace a bolt with a slightly less resilient one, very few drivers will notice, and if you make 200,000 cars a year, that might be enough to pay your entire salary.
You’ve already guessed the problem.
Some people will notice that the portions are a little skimpy. Some customers will be annoyed enough to switch to another company. And some people are going to die.
When we add up lots of little compromises, we get to celebrate the big win. But overlooked are the unknown costs over time, the erosion in brand, the loss in quality, the subtraction from something that took years to add up.
In a competitive environment, the key question is: What would happen if we did a little better?
Organizations that add just a little bit every day always defeat those that are in the subtraction business.”
… Seth Godin