Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect

“Black and white” means you’re doing your job with competence and efficiency; “color” means you make people feel great about the job you’re doing for them. Getting the right plate to the right person at the right table is service. But genuinely engaging with the person you’re serving, so you can make an authentic connection—that’s hospitality.

It may not be possible to do everything perfectly, but it is possible to do many things perfectly.

Often, the perfect moment to give someone more responsibility is before they’re ready.

Some of the best advice I ever got about starting in a new organization is: Don’t cannonball. Ease into the pool. I’ve passed this advice on to those joining my own: no matter how talented you are, or how much you have to add, give yourself time to understand the organization before you try to impact it.

Do less, and do it well.

identify moments that recur in your business, and build a tool kit your team can deploy without too much effort.

For a recent and slightly cynical college graduate, Randy’s sunny optimism could sometimes stretch the limits of belief. Ask him how his day was going, and he’d say, “You know, man, I’m trying to make today the very best day of my life.”

When I spoke at a real estate conference, it was easy for me to tell when someone was operating with passion and purpose. Many told me they sold houses; the great ones understood they were selling homes.

Just because a few regulars love an employee doesn’t mean they should be allowed to erode the foundation of everything you’re trying to build.