Hospitality

Gifts, to me, are deeply meaningful, which is why I get so mad when a business gives me a cheap tote with a branded USB drive. Try harder! Do better! Gifts are a way to tell people you saw, heard, and recognized them—that you cared enough to listen, and to do something with what you heard. A gift transforms an interaction, taking it from... See more

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.