Meet James, JR – Front desk agent at the Atlanta Marriott Marquis. As I approached, James greeted me with a ginormous smile that could light up any room! As I was getting checked in, we started chatting. I noticed he was wearing this super cool green dragon pin. (I wish I had a pic of that!) As a House of Dragons fan, I had to ask about it. Turns out, at the hotel, the DragonCon convention had just ended and one of the attendees had given it to him. We had a great conversation about that… it was AWESOME to learn more about this convention. I saw him a couple of other times during the visit and we always give each other a big smile and hello! I also met the front desk manager, Nayeem Haque! He was so excited to hear about my experience with James and I could tell he was supportive of his entire team. I LOVE getting to know the frontline staff. I think we need to rename them to the Managers and Directors of First Impressions! They make or break how Guests feel about your brand. Thanks for a fantastic stay Atlanta Marriott Marquis! #hospitality #guestexperience #frontlinestories

Changing the world, one student at a time! Stories from the frontlines. Meet Gary Tovar! He’s a junior in college studying finance in hopes of becoming an asset manager. Of course, I had to ask if he was planning to stay in the hospitality industry. He said no. Debbie Wieland & Traci Mayer from Texas Hotel & Lodging Association jumped in to share ALL of the opportunities within hotels and hospitality, including asset management! It was a light bulb moment 💡 for him! He had no idea that such a thing even existed! He was excited to learn more! From investment banking to landscaping to IT, pretty much every degree has a role in the hospitality industry… we just need to tell people about it! This was a great reminder that we have a responsibility to educate the next generation about all of the joyful opportunities that the hospitality industry has to offer! Thank you FB Society, Jack Gibbons, Randy DeWitt for your amazing hospitality at Ida Claire! The food was great, yet the service and hospitality always standout! We will certainly be back! #hospitality #frontlinestories

First impressions lead to lasting impressions! On a recent trip, my “go to” car rental brand had no inventory, so I had no choice but to book with another company. I was looking through the options when I recalled a friend saying how much she liked SIXT. I had heard of them but never tried. I walked into the off-airport location which was open and bright. David welcomed me. I mentioned that it was my first time renting with Sixt. David was genuinely engaging and incredibly helpful. I thoroughly enjoyed our chat. He explained what makes them different – premium cars at affordable prices! He was right. The car I rented was AWESOME! When was the last time you said that when renting a car? (I’ll wait!) WHY IT MATTERS: >> As consumers, most of us are creatures of habit. We have our routines and brand preferences…. until a bad experience happens, or a brand just isn’t available. >> David went above and beyond to make this “first experience” great, leaving a “lasting impression” that will carry me forward when I need to rent a car again. >> I do have status with my “go to” place, but have to say, it may just be “worth it” to make the switch! Thanks, David and hashtag#Sixt for a great experience. I'll be back! #frontlinestories #choosejoy #FirstImpressions #LastingImpressions #CarRental #CustomerExperience #momentsofjoy

THIS! I’m in OKC for the USRowing Masters Rowing Nationals, staying at the Hyatt Place Oklahoma City/Bricktown Aimbridge Hospitality. As I’m dashing out to the course, I notice this awesome “shift meeting” happening right before my eyes! I’m sure important information was being communicated… but what I noticed was the smiles all around! I could tell it was one of those inspirational moments that frontline leaders make at the start of each day. Jennifer says hello to me… You can guess what happened next! I introduced myself to the entire leadership team GM: Jennifer Tucker AGM: Kareline Castor Area Director of Sales: Ericka Dolbrus Front desk: samantha comes Housekeeping: Chessia Hillard Through the conversation, I learned that Jennifer’s mantra is “I choose JOY!” She has this saying framed at home and truly embodies joy when working with her team! I was blown away! We chatted for a bit… we laughed as we were saying goodbye when we both went in for the hug! WHY IT MATTERS: Team Hyatt you made my day! Joy is contagious and shareable! By making joy a part of your everyday routine, you’ll create a better and more joyful world for everyone! #frontlinestories #choosejoy #usrowing #momentsofjoy

I spent my Monday evening lugging 5 cases of books to the FedEx store. Moments of Joy: Stories from the #frontlines It may not sound like a joyful time, but I promise you it was. As I was unloading the boxes from my car, Frank greeted me. He offered to help me get the rest of the boxes inside. As we walked, I explained that I was an author, and inside the boxes were copies of my first book. Frank: “What’s the book about?” Me: “The Business of Joy” Frank smiled as we chatted about guest experiences and the need for more joy.  As we spoke more, I learned that he had been an employee at FedEx for seven years, since 2017. That's exceptional tenure and says a lot about the company! It was a great moment of connection, and it just goes to show, you don’t know what you don’t know! I saved money, made a new connection, and had a joyful time shipping books. #Guestexperience #shippping #books #author

Tears of joy at the grocery store? Yep, made possible by two amazing people at Trader Joe's. Saturday’s Easter grocery shopping: a full grocery cart more than normal as one of my daughters was coming home for a visit. I approached the checkout. Stanford greeted me with a smile and a question, “Did I find everything ok?” He looked at my full cart and chuckled, “Guess you did!” As he scanned my items, we exchanged stories. Yess stepped over to join the conversation and help bag the groceries. In our conversations, I learned that Stanford, though technically retired, finds immense purpose in his work and enjoys customer interactions. Yess shared that she previously had worked in a funeral home and that Trader Joe's was the positive change she needed! I shared with both of them that Trader Joe's employees seem to always brighten my day. Both raved about the company culture! After I paid, I heard Stanford saying something about how employees are allowed to “comp” an item for a customer at their discretion, no questions asked. He walked over to the side of the store, carefully selected some flowers delivered them to me, and said… “Thanks for being you and bringing joy to us!” At that moment, tears of joy welled up in my eyes. It was an awesome reminder that when you share joy it comes back in waves.

First impressions lead to lasting impressions! What better way to celebrate than going out to dinner? As Dorothy D. Jones and I walked up, we noticed the doors were opening and two smiling faces welcomed us, Danny and Roger. It was a simple touch that set the stage for a fabulous meal and, more importantly, a memorable experience! Every touch point from our server Todd was thoughtfully executed.  Danny and Roger checked in on us several times! At the end of the day, there's a massive difference between a last impression and leaving a lasting impression! How can you create these moments? By bringing more joy to the table! Fleming's Prime Steakhouse & Wine Bar Kudos!!!  and cheers to the #annaheim team!!!

When you can’t decide, just get one of everything! Meet Jordan, our server Haywire Plano making my husband’s birthday over the top special! It was the first time for all of us to visit Haywire, and everything was perfect. What stood out was the exceptional hospitality, not just service. There’s a big difference! Jordan did a great job! We didn’t feel rushed and we fully enjoyed the meal AND the experience! He was knowledgeable about the menu, making it enticing to step out of our regular comfort zone of menu and beverage items. Most importantly, I could tell he genuinely enjoyed what he was doing. Jamie Johnson - It was great meeting you as well! Thanks for taking care of our group! Jack Gibbons - You guys are crushing it with this concept! Hospitality is alive and well at Haywire Definitely, lots of memorable "wow" moments! If you are in the Dallas area, put this on your list! #momentmakers #memories #journeybacktojoy

The eagle has landed again! It is almost one year since the launch of my book, The Business of Joy, it was time to order a new haul of books. To my joyful surprise, they were delivered once again by my favorite UPS driver, Juan! A 31 year UPS veteran and 10 years in our neighborhood! Just for fun, I decided to see how my Amazon ranking was doing! WOOHOO! The Business of Joy has broken the Top 100 in Hospitality. The journey continues… let's share the Joy!

Hat's off to Walmart! Picture this: Christmas Eve day, and I realized I'm missing a few key ingredients for a recipe. I brace myself for the potential madness—packed parking lot, crowded aisles, and long checkout lines - all true. But surprise, surprise! I race to pick up the items I need, it’s bustling sure, but hold on—these checkout lines moving like a well-oiled machine! All lanes open, and extra hands guide customers smoothly through the process. Cue my "wow" moment. But wait, there's more! Amidst the hubbub, there's this very tall man, Keanu, his smile beaming. He's the king of joyful cheer, juggling a massive container of candy canes, doling them out like Santa to every kid (including this grown-up kid right here!). The best part? Smiles galore, laughter flying between staff and shoppers—it's a checkout joy for all of us last-minute shoppers. Props to #Walmart for turning a potentially chaotic run into a merry..... and memorable checkout moment. Ho Ho Ho! BTW - Based on my recent survey that closed Dec 22, consumers expect to keep shopping well into January. Below are some of the key reasons. 40% Carefully managing finances and spending limits 27% Waiting for year-end paychecks and bonus 25% Waiting for discounts typically offered in January 16% Needing more time to find the perfect gift regardless of price 13% Waiting for desired items to be back in stock #retailnews #holidayshopping #january

Meet Vivanna from Hill Park Cleaners! I had to make a quick run to drop off some sweaters! As I looked over to my left, there was this little Christmas tree on the counter.... I look closer... The tree was decorated with these little sweaters on hangers! The message..... JOY! Adorable! I explained to Vivanna about my passion project measuring joy and asked her if I could buy one of them. She smiled, and just said, "Here, you can just have it!" as she just took one off the tree and presented it to me! Now I have it hanging on my tree! Little moments of joy can happen anywhere, even at the dry cleaners! Vivanna, you made my day!

“You made my day!” Kyle M. Kiker joyfully said to me as I stepped out of his Lyft car – a perfect end to an unexpected journey of shared stories and inspiration. THE BACK STORY: This time, I was heading to the airport in Salt Lake City. As I settled into the Lyft, I was greeted by Kyle's warm smile. As we chatted, two things stood out to me – his resilience and relentless curiosity. After completing an active-duty Army tour in Kosovo, Kyle realized he wanted to better understand “why” and “how” these conflicts happened. So this curiosity led him to study political science in college. His career path zigzagged from political science to IT, eventually leading him to both military and civilian roles in Human Resources with the Army. In each career transition, he carried a wealth of experiences, using them to connect and understand people on a deeper level. His journey, marked by continuous learning and adaptation, was not just inspiring but a vivid reminder of our potential to evolve and make a difference. Thank you for your service, Kyle! WHY IT MATTERS: >>> We encounter people every day who have incredible stories to share. People like Kyle remind us that behind every face is a journey worth knowing. >>> Engaging with others transforms exhaustion into renewed energy. >>> It doesn't cost anything to make someone's day. >>> Joy doesn't just happen; it's created through connections, understanding, and shared experiences. Kyle, you made my day too.

Welcome to the neighborhood Black Bear Diner It was great to see all of these #joyful faces today! Congrats Anita Adams and the rest of the bear team! Mike Fluharty - I really appreciate your hospitality! #fortworth #alliance

Meet my new friend, Kim Hewitt! What happens when your daughter tells you about one the largest consumer GLUTEN FREE expos in the country while on vacation in Salt Lake City? (And your husband has GF sensitivity?) It’s a MUST DO, you taste EVERYTHING and you WATCH what people are doing and buying (that's my work side creeping in!). I noticed that so many had the same bread… I was on a mission to find that booth. I walked up to the Mrs. Hewitt’s booth which was buzzing with activity. People were joyfully tasting and buying, buying, buying! From the Rustic Rosemary bread and cookies to waffles and everything in between… these gluten-free products were to die for!  With multiple products now in my bag, I was a happy camper! I visited with Kim, the founder, and she shared her journey with gluten allergies and the mission of her company. She has a passion for making high-quality, great-tasting gluten-free products! GUESS WHAT? Mrs Hewitt’s products are available on Sysco!! If you are a restaurant operator – you need to check out these products, seriously! For everyone else, you can order from her website too! https://lnkd.in/gF_TRMdw

It was hard to “contain” myself when I was greeted and helped by this amazing crew! Meet my new friends, Paige Douthitt, Liz, Dina Warshauer, Monica Gerlach from The Container Store When you first walk in, the closet vignettes are to die for… clearly I have closet envy, a little alleluia chorus of possibility was singing in my head. I was quickly greeted with a warm welcome, and then Katie asked what I was shopping for. I mentioned we just finished a kitchen remodel so I was in need of organization inspiration. I definitely came to the right place. This group of women helped me on numerous trips. They helped me find exactly what I needed and importantly guided me when I wasn’t exactly sure what I wanted or needed.  They were friendly and knowledgeable, clearly well-trained. WHY IT MATTERS: >>> It's not just what you get but what you receive. I could have easily ordered online or gone to a less expensive big box store, but at the end of the day the service was so #worthit and I #love my new kitchen and all the organizational items I bought there. >>> I could tell that these women enjoyed what they did - it shined through each and every time I shopped. >>> When customers feel valued and welcomed, they visit more frequently, then your brand/store becomes their “go to” place >>> The magic happens when joyful employees lead to joyful customers leading to increased sales and traffic. BTW - the things they can do to get a garage organized.... oh baby, I'll be back. This organizing habit can be a bit addicting! HA! #MomentsofJoy #Customerexperience #trainingmatters #journeybacktojoy

We went to SweetWater Brewing Company while attending the #qsrevolution conference. On the drive to the brewery, I remembered that #sweetwater was my two daughters’ favorite beer from their days at UTKnoxville. Once inside I was talking with the bartender, Natalie, trying to figure out what to order. I told her about my girls. She was so knowledgeable about all of the beer. She guessed that the girls' favorite would be the “blue.”  She shared samples to try first to make sure I liked it, and YA’ASS – it was great! She took it one step further; she made this personalized video for my girls! Yes, that’s me and Tammy K. Billings, MBA being totally goofy as she spins the phone around. I sent it to my girls now in SLC and they loved it! The girls confirmed that she was correct, BLUE was their favorite! WHY IT MATTERS >>> Natalie took the time to make a connection, and created a lasting memory for me AND my girls! >>> Little moments and memories pop into our heads out of nowhere that make us think of our loved ones -– a song, a place, a photo, or in this case a beer! >>>When this happens to me, I let the other person know with a quick text, call, or yes, even a video. >>> WHY -  It’s a shareable moment of joy that lets the other person know you are thinking of them. Give it a try... As I say, we all need a bit more joy in our lives!

Having fun at work! Meet Rafa and Jason two legendary bartenders at #fogo! We had a great time at Fogo de Chão Brazilian Steakhouse last night with friends! While we were waiting for our table, we moseyed up to the bar and began chatting with the bartender! We ordered the Caipirinha, Brazil’s signature cocktail made with muddled limes, sugar, and a popular South American spirit similar to rum. Fabulous!  The food is always delicious, yet the service experience is what really stands out. Why it Matters: >>>From the bartenders to the servers to bussers, you can tell they cared about delivering an exceptional and joyful experience! >>> Where does it all start? Each and every day the GMs and other managers set the stage to deliver joy! >>> What are you doing to invest more joy in your store-level leadership? It will pay many joyful dividends! >>> Like I always say... when you have #joyful employees you will have joyful customers!

All of the gas lines are being replaced in my neighborhood - visualize sidewalks, alleys, and streets being excavated. In the midst of all of this, we had temporarily moved out for a kitchen remodel – more on that another day. We’ve moved back in, it's dinner time, and I go to turn on my super cool new gas Wolf stove, yes the one with the red knobs, but wait, what? - no gas. Instead of "calling" Atmos, my husband decided to go see if the workers were still there. They were! My husband asked if they could help, and they said yes! Bonus – he got a brief engineering lesson on the old pipes vs. new pipes. The crew worked until 8p that night getting our gas back on!!!! J.J. arrived to inspect the work inside and outside, then helped turn on the pilot light.  He was courteous, friendly, and helpful. He noticed the Wolf stove and we shared cooking stories and the love of cookbooks! His wife collects cookbooks! This positive interaction started when my husband chose to go talk to the workers vs calling. He went with a positive attitude, just seeking help. Not complaining, not ranting. The workers wanted to help solve the problem and they stayed late and put in the extra time to fix it. WHY IT MATTERS: Sometimes the service we receive starts with how we treat people. Hospitality is a two-way street – pun intended! Connecting not transacting!

My flight was over 2 hours late arriving in Atlanta (9:30 pm-ish). Then, there's the VERY long trek to the rideshare section of the airport. I'm frazzled and tired, yet greeted by Ryan sporting a huge smile! Already, in an uplifted mood, I jumped in the car, and off we go.  As soon as we get on the highway, ugh… it’s bumper to bumper, nighttime construction (JOY…. NOT!) 
Ryan, a first-generation American, is 34, married, and father to a 2-year-old daughter. He drives to pay it forward for a better life for his daughter just like his grandmother and mother did. Ryan’s grandmother migrated to New York from the Caribbean to provide a better life for his mom when she was young. When Ryan was a teenager, Ryan’s mom moved from NYC to Atlanta to provide a better life for him. During the pandemic, Ryan worked for an airline, and was let go, yet saw it as a blessing, not a roadblock or adversity.  He had stagnated in his growth at the airline and wanted to achieve more! He used some of the money to pay down his mortgage so he could live without the pressures. Ryan has strong faith and wonderful goals, and with his positive perspective, I’m sure he will be wildly successful. What a blessing for me to meet Ryan. I left the airport frazzled and tired that night (this pic of highlights that point- HA!), after the 45-minute #lyft ride with Ryan, I was uplifted and inspired. WHY IT MATTERS: Joy is a choice, even when adversity strikes - whether that be big things like getting let go from your job or little things like travel delays.

Tawauna was engaging all of the travelers, yes in the women's restroom of the airport. Each and every woman that walked in, Tawauna looked them in the eye, smiled, and said, "Have a blessed day!" Watching her in action, she was wildly great at her job! I definitely had to speak with this incredible woman.

 WHY IT MATTERS: One of the many favorite comments she shared: "I'm keeping it clean for all my queens." I absolutely loved this. In a job that many might not want, Tawuana takes pride in her job and shares her joy. How can you find more joy in your job and share the joy with customers and coworkers, like Tawauna?

It was one of those mornings where nothing was going as planned or on time, so I barely got out the door to make my flight. Arriving frazzled, as you can see in the pic, Marissa greeted me with a contagious and joyful smile that in an instant transformed my attitude and my day. In talking with Marissa, she is working her way through school at SMU, studying engineering, and first generation to attend college. She’s proud to say that her “story began” at Dallas College when she got her associate degree while working 3 jobs.  She’s focused, determined, and has goals.   WHY IT MATTERS: You can tell when someone enjoys their job. For Marissa, it isn’t just the interactions with the customers that she enjoys. It’s that she feels supported by Freedom Park in many ways – the flexibility, career path opportunities, and even the social gatherings like lunches and breakfasts. Joyful customer experiences start with joyful employees. Marissa is one of those joyful employees! Well done! How can you better support your frontline employee’s goals?

I dreaded going to my regular place in the mall for glasses. When I arrived, it was packed, and unclear how long the wait would be. No one welcomed me or said anything, and after about 15 minutes and trying on several frames, I left empty-handed and disappointed.   I was ready to buy glasses and sunglasses. I knew the brand Warby Parker but really didn’t “know” the brand.  In my car, I googled it and found a location close by.      Josue greeted me immediately and picked out five frames that were perfect for me. I landed on these frames and even picked out some sunglasses too! Josue loves what he does, and it showed in his exceptional customer service. He is still in college and is thinking about becoming an ophthalmologist.   Warby Parker and Josue made my experience enjoyable and fun! I'm a customer for life and now a brand fan! WHY IT MATTERS: Are you losing business because of a bad wait experience? Whether it's restaurants, retail, or healthcare, what are you doing to ensure that your customers have a good experience while waiting?

When was the last time you actually talked to and thanked your restaurant delivery driver! WHY IT MATTERS: Good things happen we make human connections! It’s time to stop transacting and start connecting!

Like many other days, I had an out-of-town business trip and went through the airport drill. Sat down in my seat, popped open my laptop to send a few emails before it was time to go. Head down staring at my computer, I started to hear some laughter.    I look up gleefully to see what was going on - joy was in the air.     It all was emanating from Tia, one of our flight attendants. I watched as the smiles happen and connections were made between strangers vs. passengers just “being” in their seats.   As everyone was settled in, Tia took her seat in the jump seat right in front of me.  I leaned over and quietly told her that her joy was contagious and what a difference she was making in spreading happiness and joy to passengers.     We immediately connected and bonded as we talked about the need for more joy and less fear in the world. WHY IT MATTERS: Every once in a while, a stranger comes into our lives at just the moment we need them the most. I had one of those days today. We have a family member who is very ill which is weighing heavy on my heart. It turns out that before being a flight attendant Tia was an oncology nurse. Tia chooses joy over fear every day for her own life and has helped many of her patients and family members find peace. It’s the little things we can do that make a BIG difference, like Tia - one flight, one passenger, one moment at a time! Joy is a choice.

Mark works for Aimbridge Hospitality Homewood Suites by Hilton as Task Force General Manager. While staying there, I mentioned my #journeybacktojoy work and he recalled how much he could relate to "living through the pandemic" especially navigating those early days. So, I surprised him with a signed book. WHY IT MATTERS: It's stories like this that make it so "worth it" to have written this book. Joy is a connector between all of us! Feeling very joyful.

The eagle has landed! 17 boxes of 'The Business of Joy' have arrived!!! 

I could tell Juan wasn’t used to getting his picture taken… but of course, you know I had to ask!!! Some things are perfectly predictable! HA!

 WHY IT MATTERS: UPS thank you!!! Your driver was awesome! When I told him what was in the boxes, he was excited too! Just another small step on the Journey Back to Joy!