Mike Hohnen

About

Grow Model

It’s quality of leadership that primarily drives a great customer experience. That’s my conclusion after 25 years in the hospitality industry, anyway. Let me explain why: Having a sustainable competitive advantage means your company can do something that’s hard for others to imitate. In the service business, that ‘something’ is all about autonomy, inclusion, delegation, empowerment, coaching, and putting people first – core ingredients in what constitutes god leadership. Simple ideas to understand; incredibly hard to implement . But look ‘under the hood’ of most* successful service companies and you’ll see that this is how they do it.

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