The behaviors and practices that prevent us seeing opportunity in constraint
THIS CHAPTER FOCUSES ON:
Writer William Gibson once famously said that the ‘The future is already here—it's just not very evenly distributed.’ I worry more that the past is here—it's just so evenly distributed that we can't get to the future.
A few years ago, we facilitated an event with a group of luxury car dealers in a Four Seasons hotel. They were all the owners or General Managers of the dealerships: wealthy, shrewd businesspeople with a track record of success going back a decade or more.
They had come to the event to learn from other luxury and service businesses. They were exposed to world-class stimuli over the two days: leading-edge technology retailing, high-end customer service, the latest and greatest in travel and hospitality. And yet one of the most illuminating conversations came after a visit to the laundry.
The trip was a part of a tour through the departments of the hotel: Room Service, Front Desk, Gardening, and so on. We met and spoke with Four Seasons’ staff in each area.
And then we came to the laundry. ...