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Create Distinction!
9 min2016 JUN 1
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Episode 43: Penguins in the lobby? No problem!

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On a trip to Hawaii, Scott McKain was reading an article in USAToday about Ritz Carlton (in which he was extensively quoted), with a penguin sitting by him at the Hyatt. Today’s episode is a commentary on how important it is to have something unexpected to delight your customer…and the people to maintain it.