We may be in the business to make money, but we also are in the business to make memories. Memories come from experiences, and experiences are only memorable if they have a quality foundation. Memorable experiences promote loyalty and the bar is raised now more than ever to not only meet, but exceed, those expectations that are set for us by our customers, guests, or members. The experiences we make should be personal rather than transactional, and in this everchanging era of innovation and “the next best thing,” how do we promote a culture of quality and genuine care across our team members so that they are giving our customers, guests, and members an experience that keeps them loyal to our business?