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"The quality of the problem that is found is a forerunner of the quality of the solution that is attained. It is in fact the discovery and creation of problems rather than any superior knowledge, technical skill, or craftsmanship that sets the person apart from others in a field."

—JACOB GETZELS

Pioneering Creativity Researcher & Professor of Education

What You Don't Wanna Hear

 Young Woman Contemplating

82%

That's how often companies make the wrong choice in selecting managers.

70%

That's how often managers are the cause of issues with employee engagement.

WHAT
IT
MEANS

Leadership candidate appraisal and evaluation is distorted – and executives are missing out on harnessing the full might of their teams.

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THE
NEW
MODEL

We are facing a paradigm shift in management practices – we are champions of this change. The new model is characterized by a common sense, straightforward realization: a happy staff will consistently and sustainably produce happy guests – and happy guests will spend more money. Taken further, viewing both our staff and our clientele as "guests", and aspiring to deliver a world-class "guest experience", we unlock the true magic of hospitality, an attitude we call "Sacred Guest".

MORE

THAN

MONEY

Some of our guests (our staff) spend considerably more time with us than others (our clientele). While there is no shortage of industry know-how concerned with elevating customer experience, exposure to practical approaches aimed at maximizing the performance of our teams is still rare. This is unfortunate, because each interaction our team members have with our clientele is financially meaningful and brand determining. How can we communicate to our teams that aiming at excellence offers more than a better paycheck – that it also means professional empowerment and personal enrichment? As leaders, our motivation for solving this problem is  simple. It equates to  fewer headaches – and longer-lasting success.

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