The Simple Word Replacement for Connection

Service, for me, for us, is not a transactional act. It’s not a trick we undertake to get people to give us their money. Yes, of course, great service has strategic value. Every day we go out with the belief that we need to re-earn our customer’s trust and make it worthwhile for people to want to spend time and money with us. But really, service is

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Prepare for these recurring moments in advance, and your staff doesn’t have to reinvent the wheel every night—they just have to listen and make it happen. You might be wondering: Once you’ve systemized it, is it still hospitable? Does that airplane snack box carry the same warmth and generosity the thirtieth time you hand one to a guest as it did t... See more