In the workplace, details matter, especially small details. Example; I work in the medical field and after each patient I have to sanitize the chairs and make sure nothing has been left behind by the previous patient. Sometimes, the office can be quite crowded and I can forget the smallest detail about the room, like missing the trash can and leaving my gloves on the floor next to it. If a customer sees this, they will automatically think we are not clean. As Snow expresses in this chapter, everything speaks. As a customer, when I go to a restaurant and see flies flying around me, I assume they are flies in my food. Any kind of left behind mistakes or mistakes, customers see it and start to question the promise, mission and/or vision that the organization represents. Employees must always be aware of their work environment. Paying close attention to detail shows how much they appreciate where they work. Customers will respect and appreciate your place of business because it starts with