Hala Taha

Can you talk to us about the tension between excellence and hospitality?

Can you talk to us about the tension between excellence and hospitality?

One of the questions that you repeatedly ask in your field guide is, how do you want to make people feel, right?

One of the questions that you repeatedly ask in your field guide is, how do you want to make people feel, right?

How do you want to make people feel?

How do you want to make people feel?

So what do you suggest are the feelings we should try to create with our customers and our employees as well?

So what do you suggest are the feelings we should try to create with our customers and our employees as well?

So let's move on to talk about how to really rally our teams and our employees to also have this shared motive of being more hospitable with our clients.

So let's move on to talk about how to really rally our teams and our employees to also have this shared motive of being more hospitable with our clients.

One of the things that you talk about often is having a shared language and you come up with like a lot of like catchphrases and phrases to identify ways to make change and impact on your team.

One of the things that you talk about often is having a shared language and you come up with like a lot of like catchphrases and phrases to identify ways to make change and impact on your team.

Talk to us about just first the importance of a shared language with the team.

Talk to us about just first the importance of a shared language with the team.

Yeah.

Yeah.

Yeah, I feel like it's those isms that are really going to create a movement because they're memorable.

Yeah, I feel like it's those isms that are really going to create a movement because they're memorable.

Everyone can align to them.

Everyone can align to them.