The Little Big Things

Years ago, I wrote about a retail store in Palo Alto with a box of two-cent candies at the checkout, which became a symbol of excellence there. Many attendees from my seminars, including retailers and bankers, have recalled this "two-cent candy story," sharing its significant impact on their business practices. Recently, the Two-Cent Candy Phenomenon has emerged again in an unexpected context. Singapore, known for its operational efficiency, has long been recognized as Southeast Asia's "place that works." However, as neighboring regions improved their efficiency and China advanced rapidly, Singapore sought to rebrand itself as an exciting, modern city. Participating in an early rebranding conference, I witnessed this shift firsthand. Singapore's operational efficiency is evident at its ports of entry, especially the airport, where immigration services stand out globally. In contrast to my challenging experiences in Thailand and Russia, Singapore's immigration process was seamless and welcoming, featuring simple forms, short lines, and friendly officers. Notably, each immigration portal included a candy jar, conveying a warm message: "Welcome to Singapore!" This prompts reflection on what constitutes our own "Two-Cent Candy." Does every aspect of our service embody this spirit? We should integrate "two-centing it" into our business practices, emphasizing that perception is shaped by these small gestures. Encourage staff to shar