And our employees continually do amazing things, going beyond what anyone would normally expect from customer service. I’m reminded of an event at Four Seasons Chicago, about six months after it opened in 1989. The event was a small black-tie fund-raiser for sixty people hosted by President and Nancy Reagan to support Children’s Memorial Hospital.
Every gentleman in the room wore black tie—except one.
Hans [Willimann, a thirty-year Four Seasons veteran] overhead a man....