I know that if something is instantly gratifying it will be repeated all of us
gratifying it will be repeated all of us
gratifying it will be repeated all of us is
is
is lessons remember that to be true
lessons remember that to be true
lessons remember that to be true anything that’s immediately gratifying
anything that’s immediately gratifying
anything that’s immediately gratifying will be repeated and the strongest force
will be repeated and the strongest force
will be repeated and the strongest force and the earth is something that affects
and the earth is something that affects
and the earth is something that affects your self-esteem if you can make someone
your self-esteem if you can make someone
your self-esteem if you can make someone feel good about themselves they will
feel good about themselves they will
feel good about themselves they will love you for it they will be loyal to
love you for it they will be loyal to
love you for it they will be loyal to you you talk about plugging into the
you you talk about plugging into the
you you talk about plugging into the energy in inter interpersonal dynamics
energy in inter interpersonal dynamics
energy in inter interpersonal dynamics you you get to be responsible for
you you get to be responsible for
you you get to be responsible for another person feeling better about
another person feeling better about
another person feeling better about themselves and you’ve hit the jackpot
themselves and you’ve hit the jackpot
themselves and you’ve hit the jackpot that’s a dead-on bullseye in human
that’s a dead-on bullseye in human
that’s a dead-on bullseye in human relations so I said to myself those
relations so I said to myself those
relations so I said to myself those don’t that idea is clear and
don’t that idea is clear and
don’t that idea is clear and self-evident every one of you in this
self-evident every one of you in this
self-evident every one of you in this room Tony helps you realize that on a
room Tony helps you realize that on a
room Tony helps you realize that on a higher level and that’s the power of the
higher level and that’s the power of the
higher level and that’s the power of the Robbins experience but I accept that
Robbins experience but I accept that
Robbins experience but I accept that idea myself Tony and I talk about it all
idea myself Tony and I talk about it all
idea myself Tony and I talk about it all the time
the time
the time okay if I accept and you accept the idea
okay if I accept and you accept the idea
okay if I accept and you accept the idea that anything that’s instantly
that anything that’s instantly
that anything that’s instantly gratifying will be repeated I say to
gratifying will be repeated I say to
gratifying will be repeated I say to myself in the context of this building
myself in the context of this building
myself in the context of this building if I could get my employees one at a
if I could get my employees one at a
if I could get my employees one at a time to reach out and talk and engage
time to reach out and talk and engage
time to reach out and talk and engage guests on a very personal level not a
guests on a very personal level not a
guests on a very personal level not a dealer talking to a blackjack player but
dealer talking to a blackjack player but
dealer talking to a blackjack player but Annie talking to mr. Jones how are you
Annie talking to mr. Jones how are you
Annie talking to mr. Jones how are you today mr. Jones nice to see you again is
today mr. Jones nice to see you again is
today mr. Jones nice to see you again is there anything I can do for you you feel
there anything I can do for you you feel
there anything I can do for you you feel like playing blackjack this morning
like playing blackjack this morning
like playing blackjack this morning how’s your wife
how’s your wife
how’s your wife all of a sudden forget the crystal
all of a sudden forget the crystal
all of a sudden forget the crystal chandeliers and the hand-woven carpets
chandeliers and the hand-woven carpets
chandeliers and the hand-woven carpets and the marble it means nothing all of a
and the marble it means nothing all of a
and the marble it means nothing all of a sudden you’re engaged with someone who
sudden you’re engaged with someone who
sudden you’re engaged with someone who cares about you if I could arrange for
cares about you if I could arrange for
cares about you if I could arrange for my employees to find that gratifying and
my employees to find that gratifying and
my employees to find that gratifying and rewarding and increasing of their self
rewarding and increasing of their self
rewarding and increasing of their self esteem I would have plugged in to the
esteem I would have plugged in to the
esteem I would have plugged in to the magic of business not finally with the
magic of business not finally with the
magic of business not finally with the help of some other people figured it out
help of some other people figured it out
help of some other people figured it out four five six years ago and it changed
four five six years ago and it changed
four five six years ago and it changed my business and changed my life
my business and changed my life
my business and changed my life it was a subject that I’m going to
it was a subject that I’m going to
it was a subject that I’m going to explain to you called storytelling we
explain to you called storytelling we
explain to you called storytelling we took 900 supervisors a twin and put him
took 900 supervisors a twin and put him
took 900 supervisors a twin and put him in school it took about three or four
in school it took about three or four
in school it took about three or four hours of training with some people from
hours of training with some people from
hours of training with some people from England and we explained to him that we
England and we explained to him that we
England and we explained to him that we had a structure in the company that was
had a structure in the company that was
had a structure in the company that was very convenient in every part of the
very convenient in every part of the
very convenient in every part of the hotel which runs as you know 24 hours a
hotel which runs as you know 24 hours a
hotel which runs as you know 24 hours a day we have a pre-shift meeting if it’s
day we have a pre-shift meeting if it’s
day we have a pre-shift meeting if it’s a restaurant just before the restaurant
a restaurant just before the restaurant
a restaurant just before the restaurant opens the maitre d or the manager meets
opens the maitre d or the manager meets
opens the maitre d or the manager meets with the waiters and has a 10-minute
with the waiters and has a 10-minute
with the waiters and has a 10-minute session the chef in the kitchen meets
session the chef in the kitchen meets
session the chef in the kitchen meets with his cooking line and has a session
with his cooking line and has a session
with his cooking line and has a session housekeepers on each floor meet with the
housekeepers on each floor meet with the
housekeepers on each floor meet with the in Spectra TSA’s that are the
in Spectra TSA’s that are the
in Spectra TSA’s that are the supervisors on each floor of the hotel
department by department public area
department by department public area porters there are collections of 12 to
porters there are collections of 12 to
porters there are collections of 12 to 15 people or maybe as few as seven with
15 people or maybe as few as seven with
15 people or maybe as few as seven with a line supervisor who gives them
a line supervisor who gives them
a line supervisor who gives them whatever it is they need to learn that
whatever it is they need to learn that
whatever it is they need to learn that day before they start their shift we had
day before they start their shift we had
day before they start their shift we had a structure in place in the hotel that
a structure in place in the hotel that
a structure in place in the hotel that was very convenient but instead of
was very convenient but instead of
was very convenient but instead of giving them inane or ordinary or mundane
giving them inane or ordinary or mundane
giving them inane or ordinary or mundane information we changed the program to
information we changed the program to
information we changed the program to this the supervisors said to the group
this the supervisors said to the group
this the supervisors said to the group of eight or ten or twelve people as
of eight or ten or twelve people as
of eight or ten or twelve people as anybody got a story of something that
anybody got a story of something that
anybody got a story of something that happened yesterday or in the past week
happened yesterday or in the past week
happened yesterday or in the past week special with a guest and now I’m going
special with a guest and now I’m going
special with a guest and now I’m going to give you a true example bellman says
to give you a true example bellman says
to give you a true example bellman says that a Bell captain yeah yesterday I
that a Bell captain yeah yesterday I
that a Bell captain yeah yesterday I checked in a man and his wife older
checked in a man and his wife older
checked in a man and his wife older couple from California and the bags came
couple from California and the bags came
couple from California and the bags came in and I asked him to check and see if
in and I asked him to check and see if
in and I asked him to check and see if all the bags were there and the woman
all the bags were there and the woman
all the bags were there and the woman let out a hoot
let out a hoot
let out a hoot oh my god Herbie I forgot the medicine
oh my god Herbie I forgot the medicine
oh my god Herbie I forgot the medicine bag and that was a small hand case in
bag and that was a small hand case in
bag and that was a small hand case in which his medicine he was a diabetic and
which his medicine he was a diabetic and
which his medicine he was a diabetic and her medicine there in their 70s were
her medicine there in their 70s were
her medicine there in their 70s were contained
contained
contained oh my god Herbie your insulin is in the
oh my god Herbie your insulin is in the
oh my god Herbie your insulin is in the bag I left it on the front hall table
bag I left it on the front hall table
bag I left it on the front hall table when we got in the car oh my god what
when we got in the car oh my god what
when we got in the car oh my god what are we gonna do we’ll have to go back
are we gonna do we’ll have to go back
are we gonna do we’ll have to go back I’ll call the airport bellman tells him
I’ll call the airport bellman tells him
I’ll call the airport bellman tells him he’ll captain I told him just a minute
he’ll captain I told him just a minute
he’ll captain I told him just a minute ma’am where do you live
ma’am where do you live
ma’am where do you live Pacific Palisades is there anybody at
Pacific Palisades is there anybody at
Pacific Palisades is there anybody at home at your house well our housekeepers
home at your house well our housekeepers
home at your house well our housekeepers there I have a brother that lives in
there I have a brother that lives in
there I have a brother that lives in Encino izzle it’s a Latino bellman my
Encino izzle it’s a Latino bellman my
Encino izzle it’s a Latino bellman my brother jefe lives in Encino why don’t I
brother jefe lives in Encino why don’t I
brother jefe lives in Encino why don’t I give him a call he can go over to your
give him a call he can go over to your
give him a call he can go over to your house and pick up the bag and we’ll
house and pick up the bag and we’ll
house and pick up the bag and we’ll manage to get it here for you when do
manage to get it here for you when do
manage to get it here for you when do you need the medicine it was three
you need the medicine it was three
you need the medicine it was three o’clock in the afternoon she says by
o’clock in the afternoon she says by
o’clock in the afternoon she says by 7:00 a.m. he says don’t you worry if you
7:00 a.m. he says don’t you worry if you
7:00 a.m. he says don’t you worry if you can get that lady on the phone tell her
can get that lady on the phone tell her
can get that lady on the phone tell her that a herve Mendez is coming and we’ll
that a herve Mendez is coming and we’ll
that a herve Mendez is coming and we’ll get it here at 7:00 o’clock in the
get it here at 7:00 o’clock in the
get it here at 7:00 o’clock in the morning you can do that yes ma’am she
morning you can do that yes ma’am she
morning you can do that yes ma’am she calls he waits she calls tells the
calls he waits she calls tells the
calls he waits she calls tells the housekeeper is the bag there yes you
housekeeper is the bag there yes you
housekeeper is the bag there yes you left it on the front hall table Herve is
left it on the front hall table Herve is
left it on the front hall table Herve is coming to get it let him have it within
coming to get it let him have it within
coming to get it let him have it within the next hour okay bye you sure you can
the next hour okay bye you sure you can
the next hour okay bye you sure you can do it please lady enjoy dinner have a
do it please lady enjoy dinner have a
do it please lady enjoy dinner have a good time everything’s going to be fine
good time everything’s going to be fine
good time everything’s going to be fine I promise
I promise
I promise kid goes downstairs tells the bellman on
kid goes downstairs tells the bellman on
kid goes downstairs tells the bellman on duty that his supervisor that he’s got
duty that his supervisor that he’s got
duty that his supervisor that he’s got to go get the bag jumps into his car
to go get the bag jumps into his car
to go get the bag jumps into his car drives five hours to his brother’s house
drives five hours to his brother’s house
drives five hours to his brother’s house picks up the bag turns around and gets
picks up the bag turns around and gets
picks up the bag turns around and gets back to Las Vegas at 4:00 in the morning
back to Las Vegas at 4:00 in the morning
back to Las Vegas at 4:00 in the morning takes the bag to the bellman and says
takes the bag to the bellman and says
takes the bag to the bellman and says make sure this gets to room ten oh
make sure this gets to room ten oh
make sure this gets to room ten oh whatever it was by 7:00 a.m. it’s got
whatever it was by 7:00 a.m. it’s got
whatever it was by 7:00 a.m. it’s got the ladies medicine
I’m not done with the story the
I’m not done with the story the relevance of this story there’s a
relevance of this story there’s a
relevance of this story there’s a thousand of those a month the
thousand of those a month the
thousand of those a month the supervisors been trained everybody in
supervisors been trained everybody in
supervisors been trained everybody in the room says wow that’s great
the room says wow that’s great
the room says wow that’s great Mendez we have an internet loop a
Mendez we have an internet loop a
Mendez we have an internet loop a special internet thing in the hotel for
special internet thing in the hotel for
special internet thing in the hotel for the employees and we have a sign shop
the employees and we have a sign shop
the employees and we have a sign shop and we make signs for the back of the
and we make signs for the back of the
and we make signs for the back of the house immediately a picture is taken of
house immediately a picture is taken of
house immediately a picture is taken of that bellman Mendez his story is
that bellman Mendez his story is
that bellman Mendez his story is encapsulated in large print we make
encapsulated in large print we make
encapsulated in large print we make paper signs and we decorate the back of
paper signs and we decorate the back of
paper signs and we decorate the back of the house we publish Mendez’s picture
the house we publish Mendez’s picture
the house we publish Mendez’s picture and story on the internet and it’s all
and story on the internet and it’s all
and story on the internet and it’s all over the employees staff dining room and
over the employees staff dining room and
over the employees staff dining room and everybody is reading about this bellman
everybody is reading about this bellman
everybody is reading about this bellman who’s now a local hero and his chest is
who’s now a local hero and his chest is
who’s now a local hero and his chest is out to here and he’s taken a bow and he
out to here and he’s taken a bow and he
out to here and he’s taken a bow and he feels great because of the recognition
feels great because of the recognition
feels great because of the recognition he’s getting from his peer group now
he’s getting from his peer group now
he’s getting from his peer group now everybody else in the room with that
everybody else in the room with that
everybody else in the room with that bellman is looking for a story so they
bellman is looking for a story so they
bellman is looking for a story so they can tell it the next day we found we
can tell it the next day we found we
can tell it the next day we found we found a key we found a key to making a
found a key we found a key to making a
found a key we found a key to making a single employee acting with a single
single employee acting with a single
single employee acting with a single guest instantly gratifying and
guest instantly gratifying and
guest instantly gratifying and increasing of their self-esteem now
increasing of their self-esteem now
increasing of their self-esteem now every employee in the hotel is looking
every employee in the hotel is looking
every employee in the hotel is looking for a story the dealers are on their way
for a story the dealers are on their way
for a story the dealers are on their way down the hall to take a break at the
down the hall to take a break at the
down the hall to take a break at the staff dining room and they see a lady
staff dining room and they see a lady
staff dining room and they see a lady and a man looking a little confused and
and a man looking a little confused and
and a man looking a little confused and they walk over on break and say you look
they walk over on break and say you look
they walk over on break and say you look like you’re looking for something can I
like you’re looking for something can I
like you’re looking for something can I help you
help you
help you and lace is where we’re looking for a
and lace is where we’re looking for a
and lace is where we’re looking for a meeting room called Lafitte
meeting room called Lafitte
meeting room called Lafitte oh that’s our ballroom you’re you’re
oh that’s our ballroom you’re you’re
oh that’s our ballroom you’re you’re standing here by the b-bar you have to
standing here by the b-bar you have to
standing here by the b-bar you have to go down past the wing lay the Chinese
go down past the wing lay the Chinese
go down past the wing lay the Chinese restaurant wait a minute come on with me
restaurant wait a minute come on with me
restaurant wait a minute come on with me I’ll take you and the dealer makes a
I’ll take you and the dealer makes a
I’ll take you and the dealer makes a detour for five minutes and takes this
detour for five minutes and takes this
detour for five minutes and takes this couple and shows them the Lafitte room
couple and shows them the Lafitte room
couple and shows them the Lafitte room you think that that hotel is ever going
you think that that hotel is ever going
you think that that hotel is ever going to be the same again
to be the same again
to be the same again to those two people or that lady and her
to those two people or that lady and her
to those two people or that lady and her husband
husband
husband with the insulin hell screw the
with the insulin hell screw the
with the insulin hell screw the chandeliers and the hand woven fabrics
chandeliers and the hand woven fabrics
chandeliers and the hand woven fabrics in the onyx and a marble that means
in the onyx and a marble that means
in the onyx and a marble that means nothing they’re going to tell their
nothing they’re going to tell their
nothing they’re going to tell their friends what an incredible place my
friends what an incredible place my
friends what an incredible place my hotel is we’ve taken storytelling 24
hotel is we’ve taken storytelling 24
hotel is we’ve taken storytelling 24 hours a day seven days a week every day
hours a day seven days a week every day
hours a day seven days a week every day of the year to a great discipline in our
of the year to a great discipline in our
of the year to a great discipline in our company giving people recognition for
company giving people recognition for
company giving people recognition for doing the one thing that creates a
doing the one thing that creates a
doing the one thing that creates a franchise that’s struck stronger than
franchise that’s struck stronger than
franchise that’s struck stronger than anything I know about that applies to
anything I know about that applies to
anything I know about that applies to your business you’ve got to find those
your business you’ve got to find those
your business you’ve got to find those ideas that lift your staff make them
ideas that lift your staff make them
ideas that lift your staff make them feel great about themselves in the
feel great about themselves in the
feel great about themselves in the context of your business you do that and
context of your business you do that and
context of your business you do that and I tell you that the results will astound
I tell you that the results will astound
I tell you that the results will astound you first an idea and then a program
you first an idea and then a program
you first an idea and then a program first an idea and then a building it
first an idea and then a building it
first an idea and then a building it works every time thank you
works every time thank you
works every time thank you [Music]
”
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