Billion dollar advice

I heard a billionaire hotel and casino owner once explain his biggest business challenge.

It didn’t have anything to do with finance, chandeliers, or theft…

It was getting his hospitality employees to give of themselves in a way that made their guests feel welcome.

“90% of the guest experience is determined by how they’re treated. Only people can make people happy,” he said.

How did he do this?

It wasn’t money. He said, if people are paid fairly, they’ll show up.

He said the strongest thing in human dynamics is self-esteem.

He said, “Anything that makes people feel good about themselves will be repeated incessantly.”