Top Take-Aways:

1. Every Action Creates Emotion

• Main Message: Every interaction is an opportunity to make someone feel seen, safe, valued, appreciated, and included.

• Sandra Story (Cancun): A small act (offering coffee) became memorable because of genuine anticipation and attention.

• Impact: Emotion drives loyalty, memory, and connection.

2. The Power of the KIND Framework

Each letter served as a behavior model:

• K – Kind Over Right: Don’t correct—connect. Choose kindness over being technically correct.

• I – Include Others: From coworkers to guests, no one should feel left out. Everyone wants to feel invited.

• N – Notice, Anticipate, Overdeliver: Look for needs before they’re spoken. Exceed expectations through simple, thoughtful gestures.

• D – Doing Great: Remind others they’re doing great—even (especially) when they don’t hear it elsewhere.

3. Be Bamboo – Bend, Don’t Break

• Flexibility is strength. Bamboo bends in windstorms while mighty oaks break.

• Metaphor for resilience, adaptability, and mental wellness.

• Message: Stay rooted in purpose but flexible in execution.

4. Stories Stick—Data Doesn’t

• Attendees recalled 8+ facts from a 15-second story.

• Stories are 22x more memorable than data.

• Use emotional storytelling to teach, lead, and inspire.

5. Overdelivery is the New Differentiator

• Ordinary service meets expectations. Extraordinary service exceeds them.

• Examples shared:

  • Golf carts decorated for birthdays.

  • Dietary needs not only met but celebrated.

  • Customized hats, game-day surprises, framed memories for terminally ill guests.

• Quote: “Delivering is expected. Overdelivering is remembered.”

6. Everyone Has the Power to Create Awe

• Awe Moments: Sunrise drives, surprise fireworks, snacks in cars, running trail high-fives, random acts of kindness.

• Message: Awe is found in what we notice and how we respond.

• Practice and encourage awe—don’t wait for big moments.

7. Gratitude is More Valuable Than Money

• The story of the blue onyx gratitude stone sparked tears.

• Guests, coworkers, and team members often value being seen over being tipped.

• Takeaway: Recognition doesn’t need to cost anything—but it must be personal and real.

8. Kindness Is Contagious—and Backed by Science

• One act of kindness per day for 7 days = 8% personal happiness increase.

• Kind cultures improve customer ratings, retention, and referrals.

9. Intent Isn’t Enough—You Must DO

• Frog Analogy: Three frogs sitting on a log decide to jump. How many are left? Still three. Decision ≠ action.

• Lesson: Ideas are great. Action is everything.

10. Customize Everything with Purpose

• You analyzed pre-event surveys (work + life challenges: time, communication, balance).

• Tailored stories and lessons to align with what Driftwood staff needed to hear, not just what you wanted to say.

Final Words:

• "You're Doing Great" isn’t just a phrase—it’s a movement.

• Use it with your teams, families, and members. It matters more than you know.

• Challenge: Practice KIND. Be Bamboo. See something, do something. Overdeliver. Include others. Choose kind over right.

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