"I wondered how an organization gets its employees to do special things that are not in their job descriptions. When I returned to the hotel that evening, I asked for an appointment to visit with the general manager. Her name was Debra Stacey I showed her the card that I found on my windshield and said, “How do you get your employees to do this kind of thing? Is this your idea or his?” "She looked at the card and smiled. “No, it’s his idea. But we have a saying around here that goes ‘**If we don’t do something special for our guests, they won’t remember us. And if they don’t remember us, why would they come again?’** “ --- **Tags** -- [[quotes]], [[customer-experience]], [[client-service]], [[law-firm-business]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]