After a career spent in the luxury hotel business in sales and operations leadership, including stints with Westin, Fairmont and Park Lane Hotels, business coach, speaker and founder of Training for Winners Gary Hernbroth is putting his keen leadership insights into a knowledge capsule with the publication of his book, “Twist the Familiar: Your Playbook for Success One Story at a Time”.
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“We all know the reality of our times. It’s tough out there in many places. You’ve got to stay sharp, embrace new tools and be equipped to handle the constant waves of change brought about by Covid and economic pendulum swings. People are having to learn how to do their jobs in different ways. Managers have to learn how to lead and set examples like never before.
Teams need to find their footing with new people and new rules of engagement in the marketplace—because the customers are changing, too,” the author and School of Hospitality Business at Michigan State University Alumni Board president says. He sees this book as the capstone on his career to continue elevating the industry into the future.
A Resource with a Smile
The collection of colorful stories in “Twist the Familiar” is peppered with thought-provoking questions designed to challenge business leaders, sales professionals and entrepreneurs to tackle critical business topics will leave readers inspired and empowered.
As Hall of Fame De La Salle Coach Bob Ladouceur said about the book, “It’s so easy to understand, and it’s hard to put down. It just flows. It’s straightforward, common sense!”
As a bonus, Gary’s unique coaching approach carries this book further by helping readers create their own personal playbook for success, chapter by chapter. This is truly an invaluable tool for those looking to make a difference.
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Meeting and hospitality professionals will find the book to be a valuable resource as well. He takes on lessons important for success in today’s business landscape, using powerful stories and a frequent dash of humor. Topics addressed include sales savvy and creativity; leading a team through tough challenges; building accountability between stakeholders; creating better communication; overcoming the inevitable times when “shift happens”; creating alliance partners for better outcomes; and getting the most out of buyer/seller trade shows and events.
Chapters designed to be highlighted and underlined include Customer Service is an Attitude, Not a Department, Good Questions Unlock Many Doors and A Team Without Accountability is Mediocre.
Gary’s unique design of “Twist the Familiar” and the diversity of lessons he and others contribute—many from the meetings industry—sets this book apart and offers readers a collection of valuable coaching lessons and tools that they can put into immediate practice.
Perspective-shifting Questions
Smart Meetings asked Hernbroth to share some of the working questions associated with the lessons so the Smart Meetings Community can participate in their own point-of-view pivots.
- Do you have a customer care or recovery program? Is it working? If not, can you improve it?
- If you don’t have a customer care program, can you create one (or help to create one)?
- Do you have a training program and management oversight check-and-balance tools that help improve your business model so that your customers don’t have the same type of experiences?
- What are the three most critical customer care areas you want to focus on most urgently?
- Do you coach your frontline staff on their conversation and response skills with customers?
- What do you offer your customers when your business promises fail?
