“An idea of something that didn’t exist before, that once they have invented it —brought it into existence — could change everything.” Nathan Myhrvold


It’s pretty cool when you’re a part of something that changes everything. While most think that’ll never happen to them, think of the little things you do, or can do, that could change everything. In the service industry, every encounter with a guest has that potential: you say or do something that makes the moment perfect, or you’re the one who has to make up for someone else’s mistake. In each of these instances, and so many others, you are everything to that customer, and your actions really can change everything for the better or worse. So don’t think that it’s only a few who get to affect something or someone: each of us has that opportunity every day and when we miss the chance, everything changes.