The Loyalty Zone

#acesintherightplaces

My Mother

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Last week I flew home to New Zealand to spend time with my mother who over the last few months has deteriorated very quickly both mentally and physically, due to advanced Parkinson’s disease. Only a few months ago, she was living in her own apartment within a care facility and now she requires  24-hour care.…

Aces In The Right Places

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It’s 10/10 or Nothing! Last week I was speaking with a hospitality client about an experience they had with a new staff member. They had positioned her on the register on a Saturday night, their busiest night of the week. Consequently, it didn’t go well. Her speed was slow, the queue was really long, and…