Why Companies Don't Do Little Things That Make a Big Difference

The former CEO of Home Depot, Frank Blake, would write like hundreds of thank you notes a month. Bo says he can't do it for all the people and that's one reason why he doesn't send them. Other reasons include: Oh, that'll cost too much money or I don't know how we'll sustain that. But if it's overly formalized and it's not passion driven and real, it can be, it can backfire said Bo.