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The “Experience As Business” Approach: Howard Behar’s ” People First” Master Class

Operators often scoff at the idea that the product of Hospitality businesses is a “social product” inasmuch as it’s not about the food and eating or the bed and sleeping. It’s about the event in the day-to-day lives of each and every Guest that they have chosen to share with you. And your experience either adds to or subtracts from their daily lives. What a powerful understanding of how business impacts the lives of each Guest.

Below is a partial interview of Howard Behar who was a highly influential Starbucks executive from back in the day. In this snippet, he talks about the foundation needed to build and grow a people-first business. It’s brilliant.


Jeffrey Summers
For four decades, my coaching, consulting, public speaking, workshops, management team retreats and articles have helped thousands of hospitality leaders worldwide, build successful businesses. The Summers Hospitality Group is a global full-service hospitality consulting firm best known for its unique results-driven, strengths-based system for developing extraordinary leaders and demonstrating the performance impact they have on their organizations.