You Mean It, Jus, It Matters

When i was living in hawaii, we lost power for 24 hours. The things that people appreciated most were the tiniest, dumbest things. It wasn't that we refunded their thousand dollar a night rooms; it was the fact they brought them some free frig and coffee. I think those small little gestures to show that we're in this together goes a long way. We need to put properly trained people on the front lines. That didn't happen yesterday. And so if you have any advice, yes, you should collect difficult feedback from people but make sure that  the one receiving it is the one interacting with it.