The Systemization of Hospitality

Hospitality in many cases is just about simple pattern recognition. The level of hospitality that we and the people that work for us can easily and consistently give to people is amazing. I have a thing called the rule of 95.5. What that means is I manage my money like a crazy person 95% of the time, such that I can spend it quote foolishly 5%. But I think it's in that last 5% spending money in a way that other people would consider foolish that you actually create the kind of lasting memories that really transform your brand from good to great.