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planned , and Josep offered me the same opportunity again . I couldn ’ t believe it . This time , I grabbed the undeserved opportunity with both hands and helped execute a flawless event . Josep later told me that leaders shouldn ’ t treat people solely according to their behavior , but also according to their potential . ( Wow . I also felt that in my soul .) He saw more in me than I saw in myself . And because Josep ’ s expectations for me were stubbornly high , he challenged me and insisted that I do better . Every day . It turns out that high expectations and grace can co-exist .
Ultimately , a leader ’ s job is to bring out the best in people — not their mediocrity . World-class leaders ask ,“ How can I help you be at your best ?” every day . Their mission is to lift others higher . n
USE THE FOLLOWING AFFIRMATION TO KEEP YOURSELF ANCHORED IN EXCELLENCE EVERY DAY .
BY DR . BRYAN K . WILLIAMS
DR . BRYAN K . WILLIAMS , a beloved ISPA presenter and leadership expert , will share his insights on the power of setting high expectations in a dynamic four-part series . Discover how fostering high expectations across all spa stakeholders can drive exceptional experiences and elevate performance . This “ High Expectations ” series builds on Dr . Williams ’ s Manager Skills Course , available on iLearn . ( Learn more about the iLearn course on page 12 .)
DR . BRYAN K . WILLIAMS is one of ISPA ’ s most frequently-requested presenters . Williams is a noted authority on service excellence and leadership effectiveness .
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