"Save money, live better, and low fares. Nothing to hide. That’s transfarency."

Walmart and Southwest Airlines are excellent at some things, and they’re horrible at others.

Walmart has excellent pricing, fully stocked shelves, and the convenience of having just about everything you need in one place. But they don’t have great ambiance, and they have notoriously bad customer service.

Southwest Airlines has great culture, great customer service, and great pricing, but they have horrible seat selection and no VIP offerings.

Neither company pretends to be good at their weak points. But they are fanatical at understanding their core customer, and they make sure they are the best at performing the attributes their core customers find most important.

Every organization has weak points. Finding out where yours are is a lot easier if you’re willing to look with a critical eye. Everyone connected to your organization will be grateful when you do.

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