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[FIRST NAME GOES HERE] - Lasagna or money?

Published 12 days ago • 1 min read

Lasagna or money?

Hi Reader

In this week's CX Passport, Sara Abbott, the GM of Metropolis Resort, shared a simple solution for recognition. Nothing dramatic… just a clear look at how teams actually experience gratitude.

After a demanding spring break week, she offered her staff a dollar per hour bonus for every hour they worked.

A reasonable gesture. Practical.

But it didn’t land. No one reacted.

It came and went.

Then she approached the next busy stretch differently.

“Next time... I made lasagna and I fed everybody... And there were so many people that came up to me and were like, thank you so much... it turned so much in my mind to realize that they really just wanted a genuine thank you. They don't want the money. They don't care about that.”

What interested me is how straightforward the contrast was. The bonus felt distant. The lasagna felt personal. Same intention from Sara… two very different outcomes.

It made me look at how I show appreciation. I can think of times when I’ve leaned on the easy or expected gesture instead of something more thoughtful. Not because I didn’t care… but because the practical option was right in front of me. Sara’s story is a reminder that sincerity often matters more than scale.

We often talk about CX in terms of guests, but stories like this show how strongly employee experience shapes everything that happens on the front line. People who feel genuinely appreciated tend to bring that forward to customers.

That’s one of the advantages of these CX Passport Live conversations. Sitting across from someone surfaces real, simple moments that say more about leadership than any big framework.

Your Turn​
What’s one gesture of appreciation that felt meaningful to you… even if it was small?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The one with the kids who never quit", Sara Abbott on CX Passport Episode 240🎧

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