On a recent trip to the North Georgia Mountains, I met Donna who shared her “Ponies and Goats” philosophy about people and I loved the connection to hospitality excellence in today’s intense world. “Ponies” are the people who take initiative and follow through with a caring attitude and responsive action. “Goats” are those that simply try to get the job done and perhaps even get away with doing less than the job requires. Donna relayed several examples of service experiences and how the “Ponies”...
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