Restaurants are not my competition. Hotels are not my competition. The Faculty Club stands as an absolutely unique entity in his eyes. It's their only chance to meet colleagues from across the University. Attentive service and pleasant surroundings are key, says Bourbouhakis.
People remember bad experiences.
That does a lot more damage to you than the benefit you receive from someone having a particularly good experience. While winning back the loyalty of McGill professors has been job one, Bourbouhakis isn't putting all his eggs into one basket. The biggest challenge was to change the culture of the staff and the administration here. We had to become much more entrepreneurial. For instance, corporate events and corporate members have been wooed more aggressively and with success.