Imagine, though, that instead of resorting to one of these fallback positions, you asked yourself: What is the hospitality solution? What if you forced yourself to be creative, to develop a solution that worked because of—not in spite of—your dedication to generosity and extraordinary service? These are almost always harder to execute, and coming u... See more

This is a hospitality solution: a problem that we solved not by sneakily chipping away at the service we were offering but by blowing it out in the opposite direction—by giving more, not less.

As the CEO of Charles Schwab, Walt Bettinger hires hundreds of people each year and interviews hundreds more. Over his lifetime, we can safely assume he’s had his share of hits, misses, and surprises when it comes to bringing people on board. But consider one technique he’s used as he’s gotten older: he takes a candidate to breakfast and asks the r

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