I am always astounded when I hear someone ask, “How do I get my staff to pick up a piece of paper and not just walk by it when it’s lying on the floor?” The truth is, no training program will ever teach the “5 steps to picking up a piece of paper.” Believing that training will make this happen is insane!  Your people will pick up the piece of paper because they simply know it is the right thing to do. They understand that...

I had an interesting experience recently.  I was visiting a hotel team/community and was asked to sit in on a staff meeting.  At the end they asked if I had any questions that they might answer and I asked how was each person driving the top line.  Though the Director of Sales had some good things to share, the rest of the community had that funny look in their eyes. Needless to say, the “operations” team was confused and out of...