What is good service? When guest expectations are low, and we exceed them . . . not too exciting. But when guest expectations are high, and we manage to do even better, then we have accomplished something.
The power to make your own decisions. The ability to act despite all odds when you know you are right. The ability to stand apart from others when your convictions are more important than your popularity.
A good friend in Michigan announced the very recent passing of his father. I never met his father, but the son, my friend, is someone with whom I have spent time discussing things professionally and also passing time as we solved the world’s problems. The man was in his mid-nineties and a World War II veteran. A year has passed since I received a similar announcement from another friend in New York. In the latter case, I had met her father once, and we had dined together, having had a great, enjoyable and memorable evening.