In other words, it was four times harder to get a job with Willimann than it is to get into Harvard. Willimann personally interviewed every candidate who was ultimately hired. When Willimann worked in Houston, immigration authorities would occasionally round up some of his legal Hispanic employees. That we would do that had an incredible impact on our staff, and that attitude was transferred to our guests. But his lessons on great service apply to all businesses, regardless of their pricing policies.
Customers come first.
Even though we are sharing time with some of the wealthiest people in North America, we are not sharing status. If I have to bring up the luggage for a guest, that's fine. He doesn't know who I am, and I am not going to tell him. What's important is that guests get what they expect. When we go to a hotel, she likes chicken nuggets.