How much does a small plastic bag cost? Not very much, but it can make a big bottom line difference.
I was recently chatting with my friend from Jiangxi province, China. KFC is big in China, and on a recent visit she saw why they are more successful than other restaurants.
It was a rainy day, and KFC had a dedicated waitress mopping the floor where people came in, and giving each patron small plastic bags to put their umbrella in. It showed not only efficiency and attention to detail, but more importantly … care.
Sometimes our care is hard to account for, but in this case, a small amount of care – something any other restaruatn in town could have done – created very visible results.
To some, it makes very obvious sense. For the others, who see only cost and not investment, what will change their mind?