Most who know me know that I am committed to the details. It’s in my DNA, something instilled in me early on by my father. As a business operator, you always need to keep your eye on the big picture. You must be alert to opportunities, aware of potential threats, and able to set a clear direction for your business. But none of that gives you permission to neglect the details.
Often, it’s the smallest details that create the biggest differences between success and failure. When you demonstrate mastery of the details, you instill confidence in your clients, your colleagues, and your community. Your reputation is rarely built on one major event—it’s the sum of countless small experiences.
Think about this: what do you feel when you call someone, and their voicemail box is full? Or when an email arrives with your name misspelled? These are small things, but they create lasting impressions about reliability, attentiveness, and professionalism.
I experienced this firsthand recently. At one hotel, my name was misspelled on the reservation, the valet was missing, and no one offered to help with luggage. Each oversight seemed small on its own, but together they sent a message of indifference. Contrast that with a stay at the Four Seasons in Boston, where the staff remembered my name, escorted me to restrooms instead of pointing, left a personal welcome note in my room, and even followed up with texts from the general manager and concierge. Those touches didn’t happen by chance. They were the product of an organization that values details, knowing they are the heartbeat of the customer experience.
Here’s the truth: what seems trivial to you may mean everything to your customer. Don’t assume you know what matters. Do everything well, handle the details, and you will stand apart.
History even reminds us that missed details can change the course of events. Napoleon lost the Battle of Waterloo not because of strategy, but because his men forgot to bring nails. That’s right, nails. You see, an essential element of winning a battle in those days was eliminating your enemy’s artillery. To do this, soldiers would drive long nails through the firing holes of their enemy’s cannons to render them useless. But at the Battle of Waterloo, Napoleon’s men forgot the nails, they missed the details, and they paid the ultimate price for their mistake.
So, here’s the lesson:
- Be a visionary, but don’t abandon the details.
- Recognize that excellence is communicated not only through strategy but through execution.
- Understand that your success will be defined not by one grand gesture, but by how consistently you handle the small things.
Great leaders and great businesses are not remembered for overlooking details, but for mastering them. Attention to detail is not just about doing things right, it’s about showing others that they matter. And when people feel that, they’ll trust you with everything else.
TERRY Talks 