Eleven The Hidden Payoff

Having empathy for others can do more than drive growth. It can also give people the one thing that too many of us lack: a reason to come in to work every day.

EARLY IN HIS CAREER, Chip Conley had to face up to a hard truth. Chip is the passionate and charismatic founder of San Francisco’s Joie de Vivre hotel group. More than creating a hotel chain, Chip had the dream of building a company that was devoted to caring for people far from home. Over time, though, he began to realize that he’d never be able to fulfill that mission if he couldn’t get his employees to share in it, as well. Imbuing a sense of mission in employees is incredibly hard to do in a business with huge turnover. A typical hotel can see as ...

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