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A personal message

Every organisation makes people feel something. Very few decide what.

I've spent more than twenty years inside organisations across the Caribbean, Asia and the Americas, much of it in hospitality. Here is what I couldn't stop noticing: the places that let people down were rarely short on good people or good intentions. They were short on design. Care depended on who was on shift, what kind of day they were having, and whether the right manager happened to be in the building.

I suspect you've felt this too. As a guest, as a customer, probably as an employee. You can tell within minutes whether a place has thought about you or is simply getting through you.

This book is my answer to that. I call it the Human Experience Operating System, which is a big name for a simple idea: what people feel in your organisation is being produced by something, every single day, and you can build that something on purpose. The 26 Laws show you how. I've told them through the story of a resort that has lost its way, because I wanted you to watch the work happen, with real pressure and real people. At the end of each chapter, in Through My Lens, I step out of the story and tell you what I've seen in my own practice.

I didn't write this book to sit on a shelf. I wrote it to be used, argued with, marked up and carried into your Monday meeting. If it helps you build a place where people do well and the results follow, it has done its job. And I would love to hear how it goes.

Nerissa