“I am a longtime fan of travel services superstar Hal Rosenbluth’s idea-philosophy, captured in a book he coauthored: The Customer Comes Second. That is, if you really want to ‘put the customer first,’ put the people who serve the customer ‘more first.’ Which leads me back to hotels in particular. As I see it, it’s axiomatic that the ‘Employee Entrance’ should match the ‘Guest Entrance’ in all respects. Period.”—Tom Peters