The way you do anything is the way you do everything, and we found, over and over, that precision in the smallest of details translated into precision in bigger ones.
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Remember: there's often a brilliant idea right behind a bad one.
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He discovered that when he gave the teams responsibility, they became more responsible; elevated by his trust in them, they stepped up into the role.
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I've made it my mission to help the people who work for me see what's important about what they do. Even at MoMA, we didn't see our guests as a bunch of customers looking for lunch; we saw them as museumgoers—people on an adventure, realizing their dream of being inspired at one of the greatest modern art museums on earth. That simple shift had an automatic and profound impact on how our teams acted, and on the hospitality our guests received. . . .It's the difference between coming to work to do your job and coming to work to be a part of something bigger than yourself.
Without exception, no matter what you do, you can make a difference in someone's life. You must be able to name for yourself why your work matters. And if you are a leader, you need to encourage everyone on your team to do the same.
-Will Guidara, a few excerpts from Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
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