Tag: hospitality
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The (He)art Of Active Listening
It’s a bit ironic that I’m writing about this in the parking lot before my twice monthly Toastmasters meeting (shout out Wausau chapter 782), but it makes sense to me. I had the pleasure of touring around San Francisco recently with my then 3-year-old son. What a magical and memorable time. I snapped this photo while we…
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Coaching and Radical Accountability: A Starbucks Story
I recently heard a young Starbucks manager coaching one of her employees who recently had a difficult interaction with a customer. They were both quite young, probably mid twenties and late teens, respectively. The manager said, “I take accountability for things I didn’t do all the time.” That’s leadership. It’s also radical ownership and accountability.…
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“I Get To Make Someone’s Day Every Night”
I had the privilege of spending the weekend in beautiful Door County, the thumb of Wisconsin, with my family. Some call it the Cape Cod of the Midwest. I can’t argue with that. It was my first time, so of course I took in the goats eating grass on the roof at Al Johnson’s. But…
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Drink Your Best Bottle Not On Your Best Day, But On Your Worst
Will Guidara, former co-owner and general manager of Eleven Madison Park in New York City, shares this counterintuitive piece of advice in his fantastic leadership book and memoir “Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect.” He says it came from one of his restaurant guests — perhaps Tyrion Lannister? via…
