Every team learns two things. What you officially train them to do. And what you unknowingly teach them every day. And the second one always wins. Across ships, hotels, and corporate teams, I’ve watched people absorb the real rules long before the formal ones. I once inherited a training room where no one spoke above a whisper. Same company, same brand, same SOPs. But one leader’s habit of shooting down ideas had taught the entire team to stay small. On another ship, a superv

Every trainer faces that day. The day when your delivery is flawless, your slides are perfect, but your heart is quietly rebelling. Because what you’re teaching… you don’t believe in. It’s easy to train what you trust. The real test of leadership begins when you’re asked to stand behind something that doesn’t stand for you. I still remember the rollout of a shining “service excellence” program polished with buzzwords and laminated checklists. It looked perfect in a boardroom.

Over the years, my role has grown in scope and complexity—but one practice has stayed constant:  I still walk the floors. Not as a...