So many companies and their leaders think bigger is better; truthfully, bigger is just bigger and it takes a whole lot more to be better. The pursuit of excellence is costlier and potentially less profitable, and that’s why most don’t pursue it. In my experience, however, a commitment to excellence paid dividends that more than made up for the extra cost. In the hotel business, greater attention to detail in the design and construction phase, coupled with careful recruitment and employee training, produced exceptional quality and service that customers were willing to pay for. The Mirage, at $650M to build and $1M per day to operate, was predicted to fail; it made money from day 1 and paid off its debts in record time – people came from all over, including from our competitors, and paid extra to enjoy what it offered. The Resort at Pelican Hill in Newport Beach (a non-casino hotel that opened) cost more per key than any other hotel – its architectural design and extraordinary service produced record average daily rates, customer loyalty, and success. Don’t cut corners, build the best you can, train your employees, don’t ask them to do more with less, and treat them and your customers the way you and they want to be treated. It’s that simple. And very satisfying. Don’t skimp on quality today.
David Ogilvy (1911 – 1999): British advertising tycoon, founder of Ogilvy & Mather, and known as the "Father of Advertising."
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