Hospitality

Imagine, though, that instead of resorting to one of these fallback positions, you asked yourself: What is the hospitality solution? What if you forced yourself to be creative, to develop a solution that worked because of—not in spite of—your dedication to generosity and extraordinary service? These are almost always harder to execute, and coming... See more

If you know that people are going to come in, looking to buy a car for their teenager, why wouldn’t you be prepared with an act of hospitality that will strengthen their connection to your brand? How would you feel about a car salesperson who pulled you aside and said, “Look, I know what it’s like to have a newly licensed teenager on the road, so I... See more

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