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What the Leisure Industry Can Learn from the World’s Most-Admired Company

By now, it should be no surprise that General Electric has been among the world’s most admired companies for years. Why so much success? Because GE develops its people. Although…
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Do You Know What Your Customers Need?

Some establishments ooze customer service. Their procedures make it easy do business with them, their amenities demonstrate their desire to make each guest comfortable and they anticipate customers’ needs even…
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What Do Your ‘Out of Order’ Signs Really Say?

Not long ago at the Denver International Airport, I noticed a number of departure monitors with signs that read Please Pardon Our Dust. The video monitor displays were all blank,…
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