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Don’t confuse function with purpose

“The front-desk’s purpose is not to check people in. That’s its function. The purpose is to welcome the customer.”

– My notes from listening to Theo Gilbert-Jamison, V-P. Training & Organizational Effectiveness, The Ritz-Carlton Hotel Company

More from Theo…

“Purpose is too often ignored in favour of function. Functional competence can be commoditized – you’re just as good at checking people in (or whatever the process is) as your competitor.

But, purpose is something that frees people up to contribute with imagination and even passion.”

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