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How to Do the Basics at Scale
Businesses stop doing the basics at scale. They service with a smile and what happens? There's less smiles, less skill. The reason might be that they are unmotivated. If I give you $10,000 to get this done by tomorrow, will you do it? It probably would. But that being said, they might also not have the training know how to manage their schedule in a way to prioritize these activities. And so when you ask those questions, it gives them very clear boxes to direct their response.