Lead by Example, Not by Favor

Creating a positive experience for customers is a primary goal, with a focus on leaving them happier than when they arrived. Over time, leaders become more intentional in defining their culture, particularly after establishing a recognizable brand. Early on, there was no clear communication of desired culture; instead, leadership was demonstrated through personal actions. The reflection on past practices reveals a reliance on leading by example rather than through structured guidance, highlighting the importance of modeling the behavior expected from team members.