John Maxwell

Okay, now get the picture.

Here we are.

I'm sitting out with Don Stevenson.

About every other month he's mentoring me, and I asked him one day, I said, Don, when you go buy a bankrupt company,

a resort that's going under, are there some things that you always do?

And I'll never forget.

He looked at me, he said, John, he said, yes, there is.

He said, when we go into a bankrupt company,

He said, there are two things we always do.

And I looked at him and said, two things?

He said, yes, absolutely.

He said, the two things we always do is, he said, first of all, we take and we train all the people that are in the service business, the employees.

In other words, the guys that are out there when the car's pulled up and they're unloading the luggage.

He said, we train them all in relational skills.

In other words, we train them, we talk to them about how to remember names, how to get along with people.

And he said, the reason we do that, the waiters, the waitresses, the people behind the checkout counter,

on the grounds.

And he said, what we found is 90% of the people who do not return to the resort after their first visit had a bad experience with the employees of the organization.

They weren't treated with great respect or they weren't, they weren't taken care of well.

And so he said, what we do is we would go through and we train all the people.