Hospitality

And while dropping off a full bottle of expensive booze at every table seemed like an unreasonably extravagant gesture, it was actually cost-effective. After an elaborate multicourse dinner (and usually plenty of wine), few people were interested in drinking more than a sip of that cognac. Yet the feeling of abundance was there.

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

Fine, you’re thinking, except that restaurants and real estate are filled with opportunities, unlike my business. I don’t buy it. There are inflection points—patterns—in every business. Look closely, and you’ll find them. And when you do, make sure you do something about it.

Tom’s swing for the fences may have turned out to be a great business move, but his focus was always on her, and that’s a good thing for all of us to remember when we’re giving a gift — whether to win someone over, win them back, or simply to show them how much we care. Don’t give them the gift you want them to want; give them the gift they... See more