t possible for care to be taken at scale? //
I stopped using a credit card for my business after 25 years. Over that time, it was worth millions of dollars in transactions. Did anyone in the company know? Did anyone notice?
In 1987, I can still recall losing a client. Small businesses pay close attention to each customer and take great care of them. Verizon and AT&T on the other side don’t know you exist.
Smaller farms with a family farm have higher yields than larger farms. This is because each farmer takes care of every stalk and frond and someone with more land tends to be more focused on the bigger picture.
It’s clear, however, that adding up enough small things will lead to the big picture.
The CEO or the VP cannot care at scale. These people can create a culture of care. They can find people who have the potential to care. They can pay more attention to people who care, and instead of chasing short-term results, measure the things that really matter.
The structural advantages of large organizations are significant. However, the real impact comes when they act as small organizations.
