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Sweating the Small Stuff to Drive Revenues

Case Study – June 4, 2010

Have you heard the saying, “Don’t sweat the small stuff?” As with many absolutely valid aphorisms, this one makes perfect sense in one context and yet is completely wrong in another.

“Don’t sweat the small stuff” is usually followed by… “how to keep your cool in stressful situations,” or “how to focus on the really important things in life”—like family and relationships, goals and priorities. I agree.

However, in the context of the service provider experience, it is actually the “small stuff” that separates the winners from the losers…

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