Tom Peters, one of my all-time heroes, wrote a book several years back called “Little Big Things.” In this book he drove home the (not so) obvious fact that the things which matter are really just a culmination of “little things.” A prime example, which I was shocked did not make his book is Buc-ee’s. If you have ever experienced Buc-ee’s, you understand. If you haven’t, you’re missing out. While my first encounter with Buc-ee’s is fuzzy at best, I likely became acquainted with this Texas roadside utopia driving from Houston to San Antonio (or vice-versa). Inevitably, my insistence on upgrading to a 44oz Coke was causing me some pressure, so I pulled in. Thanks to the countless signs along I-10 enticing me with such slogans as “you can hold it” and “your throne awaits,” I knew how long I had to go (pun intended). Buc-ee’s has positioned themselves as a stop for full bladders by maintaining the cleanest restrooms on planet earth – and I am not joking. A “Little Thing” I suppose, but they have mastered the art of this little thing (stop snickering you juveniles) and in the process made themselves a difficult business to replicate. Could someone else have a lot of restroom stalls, sell drinks, snacks, gas, and knick-knacks? Of course – and a whole lot of places do. But I would just as soon pee on a tree than step foot in some of those bathrooms. And why is this important? Because if I don’t stop to pee, I am less likely to stop there to fill it back up with another 44 oz beverage of my choice, and buy snacks, and buy gas. Oh, and a delicious bar-b-q sandwich, and a t-shirt that says, “I brake for Beavers.” Oh, and let’s not forget the cutting board in the shape of Texas… All this comes down to an obsession with immaculately clean bathrooms. A “little thing” that is so easily overlooked.

And that’s just it – the little things are those things that often get overlooked, but the big things are built on the little things. I have seen so many careers of very competent people get derailed because they neglected the little things. And by little things, I am not talking about filling out your TPS reports properly. I am talking about the basics – the please and thank you’s, the tone you take with others, and the outward way you handle stress. You can be a complete rock star, but if no one wants to deal with you because you are a jerk, or high maintenance, good luck with that promotion. Remember, your boss is human; if you work for yourself, your customers are humans.