Hospitality

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

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.

If you’re selling an apartment to a couple having a baby, get a pack of those protective plastic outlet covers and leave them in a drawer with a little note: “You’ve got big adventures coming up, so I took this off your to-do list.” And because so many people move when they find out they’re expecting, keep a case of those outlet covers in your offi... See more