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It's a new workday. So how do you differentiate between the speaker that came before you,

where he says, new, new, new, what principles are evergreen and what principles are changing?

What's changing they have to adapt to?

The way it is done changes.

The way it is done.

And, of course, customer's expectations will change.

I tell you a funny story on the customer expectation.

When I opened the first Ritz Garden, at that time, the first plastic card keys came out, which today's norm. Well, this was

nearly unheard of. They called them wing cards at the time. And I said, since this is new, we do

that. You were the first. I was very early.

This wing. And it was, it's a good security piece. But our guest checked in and said,

you're a luxury utility, give me a plastic piece. Wow. So six months later, we changed the

locks because that was, this silly thing was overbal overwhelming to customer that I would give them a plus.

Wow, so they saw it as cheap, not as a...

But wait a minute, three months, three years later they said, you give me a hard key. That is very dangerous.

What if I lose and they come into my room? So we change locks again.

Yes, you have to go with the customer.

But on the end, it's how I do it.

It's how they feel what I'm doing.

In the end, I have to tell them, I care for you.

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