He already had an assortment of catchphrases that he used informally in training—he had a knack for distilling ideas into handy maxims. But now he started paying deeper attention to these phrases, thinking about them as tools. Here are a few: Read the guest Athletic hospitality Writing a great final chapter Turning up the Home Dial Loving problems Finding the yes Collecting the dots and connecting the dots Creating raves for guests One size fits one Skunking Making the charitable assumption Planting like seeds in like gardens Put us out of business with your generosity Be aware of your
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