Why Technology Can’t Replace Hospitality

Glenn: [00:00:00] Hey everybody. Welcome to the one and only no vacancy. I’m so happy to be with you today. I’m your host, Glenn Haussman, and we’ve got, of course, incredible doctor producer Suzanne with us, I should say, of course, because I can’t, like, put her in my carry on bag and take in every single event around the country. But it’s great to see you here.

Suzanne: [00:00:17] Really cool. That could be a story in and of itself, but it should be carry. Forget it.

Glenn: [00:00:23] Never mind older people out there. There used to be a TV show called That’s Incredible. And there was a guy who was able to fold himself into a box that was like this big, and then stay in there for the entire program, and then they’d let him out at the end. I don’t know what that has to do with anything, but one thing I do know is you should visit our friends over at Actabl. Why, because they give you the power to profit. Check out actabl.com. That’s actabl.com. I like how we did that in very much sync there. You know, we both were controlling a different one. All right. So, Suzanne, I’ve been out, I’ve been about, I’ve been talking to a lot of people that are out there that are high performers, but so many of us yet are not. And I feel like there’s a lot of people that allow life kind of to happen to them instead of actively participating and pushing forward their lives and careers. Do you think that makes sense?

Suzanne: [00:01:19] That totally makes sense. And unfortunately, that’s a lot of what happens in in our world. You know, I’m I’m one that the chips may fall, but I’m still going to figure out how to move forward. And I think that’s what today’s conversation is going to lean into very nicely.

Glenn: [00:01:33] Yeah it is. All right. So while most people don’t this guy does. Bart Burkey welcome to the show. He’s got a great book. He’s a keynote speaker, former Ritz Carlton team sales leader and the whole organization, I mean, team sales at the property. I mean, whole, whole darn thing. Bart, how are you, man?

Bart: [00:01:50] I’m doing great. Doing great. Yeah. Excited to be able to chat with you both. So thank you. Thanks for having me.

Glenn: [00:01:54] Yeah. This is going to be it’s going to be fun, Bart, because we’re going to get into a little bit of, I think psychology today, understanding what’s going on with with people. But what do you why do you think most people don’t? And most people just to kind of along for the ride for their lives.

Bart: [00:02:13] I think it is laziness and it is this human nature that that maybe we’re not going to put forth the extra effort to kind of get to the things that we want to get to. We think that, and I saw this example the other day, and I’ll share it with you both that imagine if we’re on a slope and we’re right in the middle. And at the top of the slope are the good things that we want to get the accomplishment, the titles, the joy, the success feeling content and peace and happiness. And then at the bottom of the slope are all of the things that we might fall into, and that is stress and anxiety and perhaps depression and not feeling good enough. And what, what we’re finding and based on the people that I’ve talked to and all the research that we’ve done, is that it takes effort to go up that hill.

Glenn: [00:03:06] No, Bart, that’s what pharmaceuticals are for.

Bart: [00:03:10] No it’s not. That’s the easy way. That’s an easy way. But it’s, it’s truly like, like the laziness. If you don’t do anything and you’re on the slope, you’re going to gravitate down naturally by doing nothing. You’re going to graduate grade, gravitate down, you’re going to go down and down is where there is stress and there is anxiety and there is uneasiness. And I think that human nature is more comfortable in being in those positions because we think we need to survive, right? The will to fight and the will to survive and human nature and all these things. I don’t think Homo sapiens, Homo sapiens were thinking about. I just want to feel content and at peace and rest and be relaxed and meditate and be one with you.

Glenn: [00:04:04] I think that was even a notion.

Bart: [00:04:06] No, it was just about survival.

Glenn: [00:04:08] Yeah.

Bart: [00:04:09] And survival meant stress. Survival meant hunting. Survival meant finding warmth. Survival meant battling. And I think that and there’s probably more of a scientific educational format, Doctor Suzanne, that could share with that. But that’s just my sense of all the people that I that I have chatted with, that I’ve spoken to. And then also probably more importantly or most importantly, what I have experienced personally, what I’ve seen.

Suzanne: [00:04:37] Suzanne, where do we think impostor syndrome fits on the slope? And how can that propel us to either get to the top or cause us to slip down to the bottom?

Glenn: [00:04:49] And this is an undercurrent of undercover therapy session for me.

Bart: [00:04:52] Good. No. Good.

Glenn: [00:04:54] Yeah.

Bart: [00:04:55] And I’m going to ask questions. And I’m hoping you can give me answers to help.

Glenn: [00:04:58] Me, man. I’m all about being honest. I’m like, I’m too old to give an F anymore, right? So this post 50s thing is amazing because now I could be even more direct and honest than I ever have been, which I’ve always been accused of my entire life. I still don’t know why people accuse you of being direct and honest, but that’s a story for another show. Go on. No question.

Bart: [00:05:19] Imposter syndrome would be when we don’t feel that we are good enough, we don’t feel like we deserve to be somewhere. So we have to pretend. And I think that pretending creates conflict. Because if I have imposter syndrome, I probably I would be more filtered just like you, Glenn. I would be more filtered because I have to say what I’m supposed to say because that’s what is expected of me. Yeah. That that takes that takes a lot of thought. Right. And that takes a lot of uneasiness in perhaps unnatural behaviors. And I think that that is that’s stressful. That is stressful. Instead of this is what Glenn, you just kind of nailed it. Yeah. Right. This is who you are. You’re unfiltered. You you don’t give an F whatever the case. Yeah. You you are reaching that piece of content, inner peace and content of. This is who I am. Like me or don’t like me. This is who I am. And isn’t that a more joyous, content, peaceful place to be?

Glenn: [00:06:30] Right.

Bart: [00:06:31] I, I think it is. And I can share. Doctor Suzanne. A quick little story. Well, for you for you both. When I was with Ritz-Carlton, I grew up in Pittsburgh. I did not grow up in a wealthy neighborhood in a wealthy family.

Glenn: [00:06:45] This doesn’t surprise me. You totally look like you come from Pittsburgh. I could see you wearing a Steelers hat right now.

Bart: [00:06:52] I got it in the closet. Yes, I have it in the closet. Yeah. But but the first time that I went to interview for a Ritz Carlton job was the first time I had ever stopped stepped into a Ritz Carlton property.

Glenn: [00:07:04] Wow.

Bart: [00:07:05] But whenever I got the job, director of Sales and Marketing, Pentagon City, I was trying to make the first best impression general manager. My first day said, would you like to have lunch with me in the employee cafeteria? Of course you’re going to say yes to the GM. We go to the cafeteria. It’s early. It’s 1130 in the morning. I’ll never forget this. A housekeeper comes up to me and says, good morning, Mr. Burke. We’re glad that you’re now part of the team housekeeper. Does that like going out of their way to say, welcome to me? I wanted to be perfect. I was there to have lunch. I was not there to have breakfast. So in my mind, she says, good morning. Yes, it’s 1130. It is before noon. But if it would be if it would be really morning, then I would be there to have breakfast. So then do I say good afternoon, even though it was before noon I have lunch? Or do I say good morning? Like I didn’t know what to say. So tongue tied and head tied and emotionally distraught, worried.

Glenn: [00:08:10] That I.

Bart: [00:08:11] Would not say the right thing. Guess what my response was? Glenn and Suzanne, what do you think? I said?

Glenn: [00:08:16] I love you. I can’t believe I’m here. Thank you. Goodbye.

Bart: [00:08:20] Wow, wow. That would have been better. And I joke, I, I say, even though I was Ritz Carlton luxury, I could have said, what’s up? Or hey dude, or thank you very much. Or hanging loose. I could have said anything. I’m embarrassed to admit that I said nothing. Oh no, I said nothing. So there I am, trying to be perfect. And in being trying to be perfect, I said nothing. Which was the worst offense that I could perhaps.

Glenn: [00:08:50] Right.

Bart: [00:08:50] Ever make to anyone that was trying to be nice and kind to me. I realized my mistake, of course. The following week I found that housekeeper and I apologized and I said I was trying to be someone that I was not. I was trying to get the words out. Good morning, good evening, good afternoon. Certainly. My pleasure, ladies and gentlemen. Those terms weren’t normal for me to say, and I thought I needed to be able to say that to be able to fit in. Imposter syndrome 101. Right there.

Suzanne: [00:09:19] Yeah.

Bart: [00:09:20] And now going back and I share that story because people should just be themselves. Yeah. Because it’s a lot easier. I don’t have to think about what am I going to say and how am I going to look and, and can I wear a t shirt or can I not wear a t shirt? Yeah, I’m going to wear a t shirt. Right. And that’s it. Yeah.

Glenn: [00:09:41] Well, it’s so hard to be yourself because society says they place value on you being yourself, but want you to conform in every single way possible. Stripping you of that feeling that you’re an individual. I think honestly, a Supertramp logical song I think really gets into this topic the best. It talks about, you know, how when you’re young, life is so wonderful. And then they teach you how to be sensible, logical, dependable. Everything that you know is against who we are necessarily in our souls as human beings. They want you to conform. So I think that’s pretty interesting.

Bart: [00:10:26] Yeah. Just be you.

Glenn: [00:10:28] Yeah. So how do you be you? And how do you get to that? Because again, people don’t have the confidence necessarily to go in that particular direction. It took me decades of realizing I would never fit in with corporate America before I finally accepted who I was as a human being. Because we have so many roles, we have so many responsibilities, we have so many fears. So the. I think the thought of even freeing yourself like you are able to after Ritz-Carlton is just someone else’s dream.

Bart: [00:11:04] Yeah. What was the part about the someone else’s dream? Sorry.

Glenn: [00:11:07] It’s just like. It just feels like it’s someone else’s dream. Can’t really be yours.

Bart: [00:11:11] Yeah. No. Understood. Understood. Yeah. I can share another story. I think as it relates, part of it comes with experience and age and lessons and hearing stories like we are all sharing. And Glenn and Suzanne, thank you for this format to be able to share these types of stories. Part of it is also inner confidence. It’s self-awareness, it’s discipline. There’s a lot of things like we are not born perfect people, but I believe that we are born to be able to get better. And I share this statement that it’s easy to be, but it’s better to become. So my entire life didn’t matter what hotel company I was working for or starting my own company. I always want to become a better human being. That is my goal, to become a better person and what that looks like. It’s probably being more kind to people, being more at peace, being more gracious, being more thankful. So it’s whatever it looks like that is my goal is to become a better person. And I think in in doing that, there are some people that are content with being in the middle of that slope and falling down. We’re not probably going to change them. We’re not going to change them by conversations. Maybe a few of them. We could teach by them remembering a certain story. But it’s, it’s not always easy. And just recently I was presenting at a kindness conference and we did this one little exercise and it was called the invisible backpack. And what the task was for the audience was to write down something that they carry with them in their invisible backpack.

Bart: [00:12:55] No one else can see it, but it weighs heavy on them. It pulls their shoulders down and it’s a worry. It’s a concern. It’s a frustration. So I asked them, write down on a piece of paper what could be in that backpack. Now it’s invisible. No one else is going to see what that is. But what do you bring every single day to your job, to your work life, to your personal life that people don’t see. So they might think, okay, well, Bart has it all together because he’s speaking 100,000 people, and Glenn has it all together, and Suzanne has it all together. She’s a professor. She has a doctorate. Oh my gosh, perfect, perfect. But we all have something. We all have something. So I asked the audience to write something down. And this one example I think is really very powerful. This one person wrote down. The world tells me I’m too much. That was her frustration. That’s her worry. That’s her fear. That’s her negativity. The world tells me that I’m too much, and every single day she would go to her job as a travel advisor and she would be feeling that. And she would be being told in feeling, you’re too bright, you’re too flamboyant, you’re too loud, you’re too out there, you’re too colorful, you’re too you’re too much. The second part of the exercise was to flip over the piece of paper and to write down what would a friend tell you to make you feel better about this worry, care, frustration.

Bart: [00:14:29] What would the friend tell you? And when we get out of this, I guess it’s called Solomon’s paradox. If we can get out of our own mind, this is the worry that I bring. But if my friend had this worry, what would I tell them? You flip over the piece of paper. Objectively, what would I tell the friend that had this worry? What I would tell this friend? And this is what this one travel advisor friend did. She wrote down, I am the exact right amount of much. I am the perfect amount of much for this world. Like. Like when you think about that, that is that is realization. The world is telling me I’m too much. I feel that I’m too much for the world. You flip it over and you realize, no, I’m the perfect amount of much like, how does that make you feel then? That’s not imposter syndrome. That is. That’s actuality. That is peace. That’s content. That is, I’m not perfect, but I am who I am. And isn’t that a nice way to be able to live? I’m the perfect amount of much. And she’s probably going to get a t shirt that says that I’m the perfect amount of much. Yeah, that’s so much better than saying the world is telling me I’m too much. Yeah, perfect amount of much. Does that make sense?

Suzanne: [00:15:50] Yeah, absolutely. I think in our industry, a lot of what I come across is you see high performers, and I think that fits into that too much category because where you are on that slope, sometimes people don’t want to get to that top. And that’s kind of then, well, you do too much. You know, you’re out there too much and you get that type of component because there are people, you know, I think there was that. I feel like it was an American Express training years ago. It was that they had put together. It was go the extra mile.

Suzanne: [00:16:23] That we had used at, at one point of what can you do? And in hospitality specifically in the Ritz, right, of how can we go above and beyond? And many people don’t necessarily have that momentum to keep going up that slope with that mentality very easily.

Bart: [00:16:43] Yeah. And I think there’s Suzanne, I think there’s kind of two elements of it. There’s going up this slope for ourselves and then there’s going up the slope for others. And we know in our world of hospitality, and I call it notice, anticipate and over deliver. We are built to over deliver for others. We are plus wanting. We are service and above. We are unexpected wishes and needs and anticipations. It’s surprising and delighting. It’s all of these things that if we have to look at a slope from a delivery perspective or a service perspective, it’s over delivering. And I think if you’re good at hospitality, that you’re good at doing those things. However, I think it is then sometimes a challenge for individuals to even overdeliver for themselves and to take care of themselves and to plus one for themselves. And sometimes it’s very good that we’re doing so much for others, but we all know that, you know, your cup needs to be full, of course, before you have anything else to share with anyone else.

Suzanne: [00:17:48] Very true.

Speaker 4: [00:17:49] I was like, I probably.

Suzanne: [00:17:50] Don’t fill my own personal cup before I fill that of.

Speaker 4: [00:17:53] Others.

Glenn: [00:17:53] Wait, I just had a whole night with my wife last night about this, because I’m really burning the candle at both ends. And even, like, when I was supposedly had a couple of days off last week, I was working all, all day that kind of a, that kind of a thing. So I get exactly where you’re coming from and we need to take care of ourselves. But one of the things you were talking about is that lack of confidence, right? With that last story, I really, I think the root of it, lack of confidence in ourselves. So we don’t put ourselves out there. At the start of our conversation, we talked about laziness. Do you think maybe that lack of confidence leads to that laziness? Because the laziness is really more of a sense. I’ve given up or I don’t have the tools to be successful, so I might as well not try.

Bart: [00:18:39] Yeah, I think laziness, the perception of laziness has a lot to do with it. And let’s also think about societal pressure. And I’ll share another example. We all have to do lists and every single day our to do lists typically are getting longer and longer and longer. And it’s not just what I said I would do for Glen or Suzanne. It’s right. It’s what you said you would do for me. It’s now going to go on my to do list because I have expectations from you. There’s a lot of pressure with tasks and with getting things done. And look, I, I, I understand that, but I think there’s also some grace that we should be giving ourselves with regard to a couple of things that we want to get done for ourselves. And I’ll give you an example. A friend of mine recently has put down on their to do that, they want to lose £25. And so I asked him, I said, okay, well, when are you going to be able to check off that box? Your to do is to lose £25. When are you going to be able to check that off? Tomorrow. No, next month probably. If I’m doing it healthy, probably not next month.

Bart: [00:19:47] Maybe not for three months, maybe not even for six months. So you’re not going to feel good. Like part of the accomplishment of or the joy of having a to do list is being able to put that X through it, right? Cross it, cross it off. You’re not going to be able to get that satisfaction for another 3 to 6 months. Wow. How motivated are you then going to remain? Because every single day you’re looking at it and you can’t do a darn thing about it because you didn’t lose £25. And there’s a lot of much smarter people than me that have written ideas on how to rethink the goal setting process, and one that I like. It’s the promise of change the goal, change the to do list from losing £25 to my goal. My should do, I’m calling it a should do my own personal should do is to focus in on fitness. And I’m going to look at that every single day. Focus in on fitness every single day. And if I do my best, do my best. My interpretation of what my best is. If I do my best today to focus in on fitness, I’m going to give myself an A, and if I don’t do my best, I’m going to give myself an F and I’m going to crack of it.

Bart: [00:21:05] Yeah, but doing my best on fitness was I walked the dogs already this morning. Right. Give myself an A if I did nothing else, I’m going to give myself an A. I chose to eat some protein this morning instead of going with a croissant. So if I had in my day right now, did I do my best to focus on my fitness? Yeah, a, I ate a little bit better. And I think when you reevaluate all the pressure of the things that we put on ourselves, that it remains encouraging. If you give yourself a little bit of grace with regard to the things that you want to get done by saying, did I do my best? Yes or no? Not did I lose £25? Did I make $1 million today? Did I know it’s. Am I doing my best toward what I believe I should do to make. To make me a better person. And, and that helps, right? That’s not laziness then. It’s just it’s reframing. It’s reframing the way that you are monitoring yourself and rewarding yourself.

Glenn: [00:22:02] Yeah. The problem is it’s just so hard for so many of us to make change because of all these other things added, which is kind of why I think people look at too many things and try to change too many things at once. Bart So I’m a big believer in just one thing at a time. Figure out the mathematical formula behind that, the patterns behind it, whatever makes it work. Yeah. Incorporate it into your day to day life. Then go on to that next little one thing. But I think if we try to do too much at a time or we have a big project, it serves as also too much. You got to break it down, break it down, break it down.

Bart: [00:22:38] Yeah. And I’ll give you one more example. One of my should do’s that I’ve identified is to be a better son for my 90 year old, almost 91 year old mother. She lives four hours away in Pittsburgh. I’m in DC. Yeah. To do my best today, it’s going to be able to phone her over the next over the weekend. We’re going to see her. That will be doing my best. Now if I can’t phone her and I can’t see her, maybe I sent her a postcard, right. Maybe I send her order her groceries. Maybe I send her a postcard from Pittsburgh where she lives. Like it’s then it’s it’s one thing at a time. But I agree with you wholeheartedly. One thing at a time. Give yourself some grace.

Glenn: [00:23:18] And we’re taking my mom out to dinner tomorrow, just in case anyone was wondering.

Bart: [00:23:21] Yeah. Thank you. Good son. For your mother.

Glenn: [00:23:24] Yeah, because it’s the same thing. My mom’s, you know, 83. And you know, she’s slowing up. She needs a little bit more help. Plus, we just want to be there, and we want to spend time with her as well. It must be hard being four hours away. We’re 20 minutes. We’re lucky.

Bart: [00:23:38] Yeah, yeah, not easy, but one thing at a time. So I don’t feel guilty.

Glenn: [00:23:42] Yeah. Bart, one of the things that I’m really finding throughout the whole conversation is that the world has really been changing. It’s driving a lot of us crazy, especially in this post-COVID era right now. Back at high tech, when we started having these conversations about getting this show going today, you did a great keynote on this notion of human ality, which I love. The whole notion of caring for making people feel seen and heard in what’s really become a transactional. What have you done for me lately kind of universe.

Bart: [00:24:13] Yeah.

Glenn: [00:24:15] So tell us, tell me a little bit about that approach and how you’re thinking about that and how you’re solving this issue of our we’re all together, but we seem really more disconnected than ever before.

Bart: [00:24:26] Yeah. I don’t think that I’m solving it. I think we’re providing ideas, but.

Glenn: [00:24:31] We’re providing you a problem solver today. You got to get this wrapped up in the next ten minutes. We solved it. Yeah.

Bart: [00:24:37] The element of, you know, and it was interesting because at high tech in particular, there are people that are all about technology. And, and yet we had, you know, almost standing room only attendance and terrific follow up of Tell Me More about Human Ality and essentially how it came about. Its technology is leveling the playing field with a lot of different things that we do. Technology is enabling us to have resources that we never had before. And just think about going into a coffee shop. I’ll give you two quick examples. You go into a coffee shop and someone is taught and trained right now that when they hear the doorbell ding, what they’re supposed to say is welcome in because they believe that that is human ality that’s making people feel a certain way. However, when they say welcome in, they’re not taught or trained to look at the door or look at the person in the eye, they are trained just to say, welcome in. So I could be welcome in and I could be making a coffee welcome in. And that is not seeing people. That’s not seeing people. Even though organizations out there think, well, we have a training program where we need to say welcome in. Well, there’s there’s nuances to that. You go and you order your coffee. And the other day I paid for coffee and I used my credit card and I used my loyalty program. So they had my name and I give them the order Americano, a couple pumps of mocha syrup, whipped cream and steam milk and cinnamon. Great. They had my name. They had my name. They flip over the screen and they asked me to sign in, offer gratuity sign. I got it, but gratuity. Before the coffee comes. The coffee wrong. What if you make it hot or it’s cold and I want it to be hot? Or like you’re asking me to already give tip upon service delivery when it’s not even being served yet. Okay, interesting.

Glenn: [00:26:30] Or we never tipped for getting a cup of coffee in the entire history of mankind, and they just decided to do that. And I’m which.

Bart: [00:26:38] Which might happen. Yes. And then the coffee comes. They have my name. They know how I paid. They know my loyalty. Coffee comes. They know my name. Whoever. Whoever ordered the Americano. Couple pumps of mocha syrup, whipped cream, steamed milk, cinnamon whipped cream. Whoever. Whoever ordered that.

Glenn: [00:27:03] Say, that looks a little watery. Bart. I’d return it.

Bart: [00:27:05] Yeah, it is a little watery. Your coffee is ready. Whoever ordered that coffee. But easily. They could have said. Glenn, your coffee is ready. Yeah, right. I hope you enjoyed the coffee with us today. That’s right. Have you got, like, all of these little things? It’s processing its transaction. Compare it to. Right. Suzanne, I’m so glad you’re here. Suzanne. Thank you for being a loyalty member. Think about when we check into hotels. What do they ask? Checking in ID form of payment. Not. How are you? Welcome to our hotel. We’re glad that you’re here. Can you share with me what brings you in? So this human ality element just is a reminder. Yes, we do it, I think well in hospitality, but we need to make sure we don’t lose that. And it’s a couple of pillars. The first one is I see you. The second one is be where your feet are. The third one is just ask. The fourth one is cheeseburger without cheese, and it goes into the order of a progression of any journey, any service or sales journey. Just as a reminder like, shouldn’t we see people? Suzanne? Shouldn’t we see them? Glenn. Shouldn’t we notice and appreciate and anticipate what they need? There’s just basic commonalities of commonality. There’s no other better way to describe it. But making people feel cared for and valued, seen and heard in a world that is way too transactional and sometimes overly processed. And if I get one more message that says dear valued Customer when they could insert my name, it’s probably going to drive me a little crazy.

Speaker 5: [00:28:38] That’s a good one. I hadn’t thought about.

Glenn: [00:28:40] How much that one pisses me off. I just, I just love the dear valued customer. And they tell you something right after that that shows they do not value you at all.

Bart: [00:28:49] Yeah. No. Yeah. Thanks for traveling a million miles with us. Dear valued customer.

Glenn: [00:28:53] Yeah, I also write I also love. I also love you know, we want to make things better for you, but we’re going to take stuff away, which somehow makes it better because you asked for it, you know?

Bart: [00:29:06] Yeah. Suzanne, you are biting to say something.

Speaker 4: [00:29:09] I was about to say in.

Suzanne: [00:29:11] In your service journey experience that we should be training on and having that the response and the reality is most people don’t as, as you’re trying to work to flip that script is that problem solver.

Speaker 4: [00:29:27] Yeah.

Suzanne: [00:29:27] So that when, when you are in service and you are that high performer or you that high deliverer on that top of that slope, and you provide that experience, it’s so glaringly more to our face for those who do and don’t get it, you’re like, ouch. It’s so cringe worthy.

Bart: [00:29:47] Yeah, yeah. And it’s not. And it doesn’t cost more money to be able to say someone’s name or to see them or to pay attention. It takes intention and attention and truly doing what most people don’t do. It’s not that hard. And again, hospitality companies, we believe that we do it well. We need to make sure we continue to do it better. But then there’s so many companies that we present to that are amazed by even thinking that someone should be greeted by name, or amazed if someone would stand up as someone enters into their establishment, or amazed when someone would say are you here to dine with us tonight? Versus saying, do you have a reservation? And when you look below, the restaurant is absolutely empty, right? So there’s, there’s nuances.

Glenn: [00:30:38] Like there’s not going to be any room for me. I didn’t make the reservation. Yeah. So Bart, what I’m really taking away from all of this is too many don’t. But those that do.

Bart: [00:30:49] Yes.

Glenn: [00:30:49] Really have an opportunity for some easy wins and more opportunity than if everyone else was doing.

Bart: [00:30:57] Yes, sir. It’s a differentiator like taking action. And it goes back to the slope that we started to talk about. Here you are in the middle of mediocrity, and if you take action and you go up, then you will differentiate because everyone else that isn’t is going to slide down to the bottom of the hill. And why wouldn’t you want to be at the top or at the peak? And it’s not just about profitability and revenue and brand awareness. It’s about becoming at the top right. Success, revenue, but at the top piece content. Happiness contributing to the world. Gratitude, kindness. There are so many good things at the top, but you do need to do you need to take action.

Glenn: [00:31:39] Hey, listen, I think I’m a big believer in the more positive energy you put out there in the universe, it comes back to you in higher numbers. So I would say the most selfish thing you do for yourself is being amazing to other people, because then the world is going to treat you really great, you know? And I think that’s the right attitude to have. Bart what else do you want to give us a good summary here? I feel like the conversation is feeling complete at this point. Tell us a little bit about what you’re up to, maybe your keynote speeches and stuff like that, and how we could learn a little bit more about what you’re doing.

Bart: [00:32:12] Well, I appreciate it. And thank you both for, for having me on here. The mission is to be able to help educate people to think differently. And the message is most appropriate of what we share for people that want to feel better, get better, and do better. If there are people out there that don’t care about improving, then you’re not even going to care about doing what most people don’t do.

Glenn: [00:32:38] That’s right.

Bart: [00:32:38] So we are looking for people that want to hear messages through stories as reminders of how they can get better, feel better, and do better. And it doesn’t need to be a hospitality company. It can be any organization that wants to make sure that they are giving more to others. And it is primarily through this, this sense of humanity making people feel cared for and valued, seen and heard. Yes, we do keynote messages. We do it for 20 people workshops, up to 4000 people. So 4001 coming.

Glenn: [00:33:13] I was going to do it.

Bart: [00:33:15] I have to pass it off to my friend Glenn. Have you can you can find out his details here.

Glenn: [00:33:21] Yeah, I just you could do it. You, you could do as big of a room as they’ll give you. Don’t limit yourself.

Bart: [00:33:27] To 1001, maybe. Yeah, you’d have to. We’d have to have a separate conversation. Yeah. But I, I share that because people are like, oh my gosh, you know, he would never come to speak to our group. That’s not true. Yeah. We, we like to help people. We like to help people. Not not for profits, for profits. Hospitality, not hospitality. If the message resonates with you, the easiest thing to do is go to. Most people don’t. All. One word.com. Yes, we’re blessed to have a podcast. Glenn was on our podcast as a guest months ago. Phenomenal, phenomenal conversation. And and that’s what we do. And the book is most people don’t, you can find everything off the website. It’s just we are here to help serve other people and help give them new ideas to get better, feel better, and do better. That’s it.

Glenn: [00:34:15] I love, I love that message. Bart and, and honestly, again, if you just put out that good spirit of hospitality, no matter what your business is, it will connect you to your customers who will feel so much better about wanting to give you business as opposed to whomever your competitor is. It’s tough out there. Too many companies are racing to the technological bottom, in my opinion, and making us all feel like numbers, that transactional thing you’re feeling and those that can get back to human ality, I think are the ones that are going to be successful in the future part. Man, thank you so much for being here.

Bart: [00:34:54] Thank you both. I appreciate you both immensely.

Glenn: [00:34:57] I appreciate you guys. Thank you so much for being here, everybody, for tuning in. You have made it to the end. So we’re gonna make you suffer by saying, hey, watch, share, subscribe this show and all that kind of good stuff. Suzanne, before we wrap up, give us one final thought.

Suzanne: [00:35:13] I think you put your feet on the ground each morning and say, what can I do to be my best today? And that effort go kind of go with your mentality of when things have changed. So pick one. What can you do to be your best today and move forward.

Glenn: [00:35:29] And be fair to yourself. I need to follow the advice I’m going to give you. Be kind to yourself. You don’t have to be your best every day. And when you’re not your best, acknowledge it and work through the framework of what you’re. You’re being told. Your day should be. And try to maximize it in any way possible. I had a real crap day yesterday. Not any reasons. Just to wake up on the wrong side of the bed kind of feeling. I was in sludge and mud. I couldn’t get anything done. And instead of being gracious to myself and going out and laying down in the backyard in the sun, I tortured myself all day. I got nothing done, I didn’t rest, I didn’t give myself more inner peace than I needed to do. That was a mistake. Learn from my mistakes and also, like, share and subscribe. All right.

Suzanne: [00:36:22] Everybody left me a really great text message. So you provide grace in other ways.

Glenn: [00:36:29] Yes. All right, everybody, thank you so much for being here. And this means more than anything, you’ve got one life. So blaze on and.

Suzanne: [00:36:37] Follow your passion.

Glenn: [00:36:39] Y’all. Later. Bye, everybody.