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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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20

Fostering Responsible Freedom

Sooner or later you have to trust your people.

—Jim Barksdale

CEO of Barksdale

Management Corporation

Bill had worked through lunch so he could get back to his hotel to change clothes for an important dinner meeting in a nearby town. He was staying on one of those fancy upper floors, the concierge level as they liked to call it. By 4:30 P.M., he’d made the quick change and realized he had almost half an hour before the client was to pick him up. Having skipped lunch and with dinner still several hours away, he realized he was starving! Not to worry, he figured. The concierge floor had a lounge area that provided small sandwiches and spicy meatballs to guests. A quick snack and a soda would tide him over.

Alas, ...

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