Although loyalty may not be driven by satisfaction, it cannot exist without it. That means that you have to cover the basics first everyday. When you look at the hierarchy of excellence, it is much like a pyramid. You really can’t get to the pinnacle...
When it comes to serving Guests, there is no substitute for great leadership. Leaders set the tone, show the way, and reinforce behaviors – even when they don’t mean to do so. So that’s the thing you have to remember, people are watching you to learn how...
Leadership is a balance between plan and improvisation. Between thinking and reflex. Too far one way and you are sluggish. Too far the other and you are reckless. Most great leaders understand this dance and embrace it. They realize that not everything can...
Guests will get frustrated. They will complain at some point about lackluster service or products. They will end up speaking to you or your team about why they are upset and what they want to make up for it. And sometimes they are even right. The one thing...
Memorial Day has its roots as far back as 1868 and became an official holiday in 1971. This is a day for honoring those who served and died in our armed forces and is a sobering reminder of sacrifice and honor. This holiday is a time for all of us to take a...
