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You are always right when satisfying a guest.” If you come late or miss a meeting because you’re trying to serve a guest, you’re exonerated. If you decide to buy something from the gift shop to placate an upset guest, you are not going to be reprimanded for spending too much. A value statement like this clearly empowers people to say Yes to a guest’s request instead of passing the decision up the line to a supervisor. And it’s on the wall backstage for all employees to read day in and day out.
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