Please. Thank you. Yes, ma’am. Sometimes we take these simple courtesies for granted – or maybe we have just learned to live without them. Some will blame the decline of common courtesy on society, Gen Y, or the media. Whatever the cause, your guests expect employees to greet them in a friendly manner and take care of their needs. During this session, discussions will go beyond simple awareness of various generations in the workplace and explore proven methods for setting clear expectations, enforcing those expectations, and explaining the reasons behind your decisions – all in an effort to move employees from an unemotional  "have a nice day..." to a sincere desire to put your guests first.