5 Business Lessons Learned from Undercover Boss
Do Sweat the Small Stuff
Joe DePinto, a West Point graduate who’s now the CEO of 7-Eleven, knows how to run a $13 billion company. But brewing coffee without overflowing the dispenser? Not so much. In investigating exactly how the 7-Eleven in Shirley, New York, manages to sell 2,500 cups of coffee a day, DePinto managed to mix up flavor batches and make a mess. But he took a lesson from middle-aged coffee-maker Dolores, whose precise brewing combined with impeccable customer service (she seemed to know the name of every person who entered the door) kept caffeine fiends coming back day after day.
Lesson: Pay attention to detail – and to your regular customers – and you will be rewarded with repeat business.