What makes or breaks a business?

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When we think about business successes or failures we focus on the highs and lows, the news-worthy triumphs or missteps.

These are the moments in which we believe businesses are made or broken.

Our theory could not be further from the truth.

Businesses succeed or fail on an ordinary Friday afternoon when a difficult customer calls just before closing, and the minute we hire that receptionist we are just not sure about.

Businesses win in trying moments when ‘the rules’ are replaced by the right thing to do, and lose the second we prioritise process over humanity.

Businesses win when the leaders services his team, not when the team fears the leader.

We win when we stop thinking about winning at all, and instead, embrace the equilibrium of doing our best work on the boring days when no one is looking.

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