Keeping Expectations Clear at the Herrington Inn

Rene' Boer Process

I’d like to share a story about how a boutique hotel in Geneva, Illinois, won the prestigious AAA Four Diamond Award for 19 years in a row. The story begins with a great boss, Paul Ruby, who took over the hotel as a general manager and instituted what he called “The Herrington Rules”. These are the 12 rules that make …

Keeping Expectations Clear

Rene' Boer Process

  I’m frequently asked, “How can I hold my people more accountable?” The simple answer is, you can’t. You must create an environment where people hold themselves accountable.  And, accountability starts with clear expectations.  But, keeping expectations clear is a two-way street. This means that your direct reports must be clear on your expectations of them, and you must be …