“Motivate them, train them, care about them, and make winners out of them... they‘ll treat the customers right. And if customers are treated right, they’ll come back.” — J. Willard Marriott, founder of the Marriott Corporation “Train people well enough so they can leave, treat them well enough so they don’t want to.” — Sir Richard Branson, founder of Virgin Hotels “Never say no when a client asks for something, even if it is the moon. You can always try, and anyhow there is plenty of time afterwards to explain that it was not possible.” — César Ritz, king of luxury hotels