"There is a great difference between knowing and understanding. You can know a lot about something and not really understand it." - Charles F. Kettering “Your customer service at this hotel is like what Chick-Fil-A's is to the fast food business.” That comment just came out in an instant without much thought at all, as if, my subconscious decided to speak. After a long drive from Seabrook, Texas, I was checking into the Orlando World Center Marriott to attend the John C Maxwell Team IMC. I arrived at 10:30 A.M, well before the standard 4:00 P.M check-in time. I wasn’t expecting to get into my room, but the team working at the check-in desk made it happen and they did it in a way that was over the top with great service and friendliness. After I checked-in, I thought about that comment I made referencing Chick-Fil-A’s customer service and told myself that when I returned back to Texas I would try to find out how they do it; how they provide such gr