Memo to Staff: Take More Risks
Many employees at the national hotel chain, which had recently emerged from bankruptcy, were still stuck in survival mode. Worried about losing their jobs, they avoided decisions that might cost the company money, such as making property repairs or appeasing a disgruntled guest with a free night’s stay.
“They were waiting to be told what to do,” recalls the former Starbucks Corp. SBUX +1.06% chief executive. “They were afraid to do things.”
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