All Good Things Are Wild and Free

Henry David Thoreau wrote those words many moons ago. Wild and free are two vital features of innovative service.

Good service is like meat and potatoes…core sustenance is its driving force. It is your hotel room being clean and comfortable. Great service is like dessert…extra is its spearhead. It is the front desk clerk remembering your name and special requests. But, innovative service is like sprinkles…surprise is its mainspring. It is a lottery ticket or foreign coin left on your hotel pi...