The only time I yelled at a GM in…

The only time I yelled at a GM in ten years at Starwood Hotels was when I walked into a W in Chicago, and the plants were dead at the front door. First impressions matter. You can't put dead flowers into a spreadsheet.

— from The Instruments (Awareness/Perception/Expectations)

Also belongs to

• The Heart in the Cockpit (Emotion/Awe/Anxiety/Regret/Empathy)
• Expanding Your Range (Growth/Change/Education/Learning/Habit)

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