A note from Bart
You could've walked past. You didn't.
Whether we had 30 seconds or 30 minutes at HITEC — you leaned in. You cared about the same thing I do: making people feel like people again, even through the screen.
The scorecard, the framework, the tools — it's all here. If one idea makes your team a little more human this week, then it worked.
— Bart
Reach & influence
21K+
C-suite decision-makers on LinkedIn — hospitality, associations & Fortune 500
Top 2–5%
Podcast globally · top 15% most-shared worldwide
15K
Newsletter subscribers · 20–30% consistent open rate
What is Humanality?
Humanality™
"Making others feel cared for, valued, seen, and heard — in a world that is largely processed and highly transactional."
Every conference talks about human connection. Very few build it into everything they do. Humanality is the competitive strategy hiding in plain sight — showing up in every touchpoint, from greeting to goodbye.
Run every touchpoint through one question:
"Did that make them feel human — or processed?"
Seen
Heard
Valued
Cared for
From the HITEC keynote — page 34
The POS Irony
The tablet spins around and asks for a tip before the service even happens — and satisfaction drops (Temple, 2025). Speed optimized out the human.
You can automate the transaction.
You cannot automate the relationship.
5 ways to make tech feel human
- 1Use the data to remember — not just to sell.
- 2Automate the transaction; personalize the moment.
- 3Put the human name back in the loop — never "Dear Valued Guest."
- 4Remove friction so staff can look up, not down.
- 5Design the digital goodbye like the in-person one.
The 11-pillar journey
Phase 1
Welcome & Discover
- I See You
- Be Where Your Feet Are
- Just Ask
Phase 2
Serve & Wow
- A Cheeseburger Without Cheese
- Notice, Anticipate, Overdeliver
- Stories Not Snories
- The Appreciation Advantage
Phase 3
Ask & Keep
- Pop the Question
- Fond Farewell
- 9 Keystrokes
- Don't Go Quiet
Your Humanality™ Scorecard
Rate each statement honestly. Then total your score.
How human is your experience?
Rate each statement 1 (rarely) – 3 (always). Circle one. Then total your score.
1We greet returning guests by name.123
2Messages use a real name, not "Dear Valued Guest."123
3Our team looks up and greets the person first.123
4We design the goodbye, not just the checkout.123
5We follow up after the sale — with no ask attached.123
6Our tech removes friction so staff can be present.123
7We act on the small details guests mention.123
8We mark the milestones customers care about.123
9It's easy to reach a real human when it matters.123
10Every touchpoint: cared for, not processed.123
Your score
26–30Purple gorilla. People feel it — protect it.
18–25Human in moments, processed in others. Close the gaps.
10–17You're processing people. The opportunity is huge.
The one move
Pick one touchpoint this week. Make the tech serve the feeling. Watch what they tell their friends.
How we work together
🎤
Keynote Speaking
Story-driven keynotes rooted in real Ritz-Carlton experience. Shifts how audiences lead, serve, and sell.
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Executive Coaching
One-on-one for leaders building cultures of genuine human connection — and the business results that follow.
New
🏅
Humanality™ Certification
Certifies individuals and organizations as Humanality Certified — built for service, sales, and leadership teams.
đź‘Ą
Corporate Training
Custom workshops and the Humanality System for teams ready to stop being transactional and start being remarkable.
Recognition
50 Most Inspirational People in Travel & Hospitality — International Hospitality Institute (2025)
Top 25 Extraordinary Minds in Sales & Marketing
16 years as Global Executive, The Ritz-Carlton Hotel Company
Viral TEDx talk · Bestselling author — Most People Don't… and Why You Should (top 1% on Amazon)
Host — Most People Don't… But You Do! · Notable guests: Horst Schulze (founder, Ritz-Carlton), Kara Goldin (founder, Hint)
Trusted by: Wynn Las Vegas · Hilton Grand Vacations · AvalonBay · The Ritz-Carlton
Text HUMANALITY to 33777 · mostpeopledont.com
Most people don't. But YOU do.
