Your metric for success is a choice. How you apologise is a choice. The expression you wear as you greet the customer is a choice. Where you source your ingredients is a choice. What you include in or omit from your terms and conditions is a choice. Investment in design. Location. Creating opportunity in low-income communities, prioritising customer care and empowering staff—all choices we’re free to make. Rather than feeling overwhelmed about the prospect of getting it wrong, consider these decisions as deliberately placed waymarkers on the road to creating the impact you want to make.
