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Delivering on Expectations - the Wrong Way

What is the goal ?

An old dilapidated gas station in town gets purchased. It is torn down and a new one with a food-center for snacks and sundries goes up in its place. The station is reopened. Week 1: The place shines. People are overly friendly welcoming you into the store when purchasing a drinks. The pumps gleam. There is fluid and windshield squeegees in the containers. There are gas mitts to use so your don’t smell when you are on your way to work. There are lines of happy customers in the store and at the pumps (and really who likes paying for fuel). It is the model gas station convenience center. Week 3: The place looks like it needs a cleaning. When you enter the store no says hello or makes eye contact. Four of the eight pumps are labled Out of Order”. There are no squeegees, and the containers that do have them are dry and without fluid. Gas mitts and paper towels gone. The trash is overflowing in the containers outside. The store is half stocked. It is the stereotypical experience of convenience stores everywhere. Goal achieved.

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