People often confuse hospitality with luxury, but I could have given that table a bottle of vintage Krug and a kilo of caviar, and it wouldn’t have had anywhere near the same impact. Luxury means just giving more; hospitality means being more thoughtful.

Every great community has value and values. Value, what are members getting out of being a part of the community. Values, a strict code of conduct – explicit and/or implicit, that every member follows to uphold the quality of the community.

“People aren't longing to be impressed; they're longing to feel like they're home. If you create a space full of love and character and creativity and soul, they'll take off their shoes and curl up with gratitude and rest, no matter how small, no matter how undone, no matter how odd.” ― Shauna Niequist

This is a hospitality solution: a problem that we solved not by sneakily chipping away at the service we were offering but by blowing it out in the opposite direction—by giving more, not less.

I hear this a lot: “Well, of course you could afford to pull those tricks at an expensive restaurant.” And I always think: Are you sure you can afford not to? It’s true—these gifts cost money, in labor if nothing else. But I’m my dad’s son, and I reviewed the Dreamweaver line item in the P&L every month with an eagle eye. There was never any qu... See more

As we think about a title for episode one, we ask them to imagine the title for episode ten of the third series. We then ask them to imagine, or write down, all the episode titles in between. This serves two purposes: it helps them develop a title format and aids in visualising their content as an archive, which it will become if they fully commit ... See more