Jim Collins was absolutely right when in the very first line of his excellent book "Good to Great" he asserted that "good is the enemy of great".

As a frequent and long-time operator and consumer of "hospitality"businesses, I have to declare that not only do I agree with the eminent Mr Collins but that my frustration almost gets the better of me every time I am asked "Is everything OK?" or "Was everything OK with your food?" Never far from the tip of my tongue is the following retort: "Yes, ...