‘Sir, We Can Do Anything!’

These powerful words were the front desk clerk’s response to my “I have a unique request.”

Before even hearing my plea, he gave me a full-frontal view of the Ritz-Carlton hotel attitude. And, it was a few days before the Christmas holidays—a hectic time when I am certain he had been inundated with way too many “May I’s” and “Can we’s!”

The front-line employee of any organization is not only the most visible and vocal ambassador of the organization, her or his persona gives customers a clear a...