In this special solo episode, Bart shares personal stories and lessons from his trip to Riyadh, Saudi Arabia, where he was invited to speak at the KBLT Congress on travel and hospitality. From Lufthansa flight attendants anticipating a young family’s needs, to warm welcomes at immigration, to Ritz-Carlton staff redefining overdelivery, Bart explores what it means to personalize, customize, and truly notice people—whether clients, guests, or teammates.

Major Takeaways / Learnings

1. Overdelivery is not accidental: it requires resources, systems, and intentional focus.
2. Hospitality starts at the first moment—from airport customs officers to hotel staff, everyone has the chance to make guests feel honored.
3. Personalization matters: 71% of customers expect it, 76% get frustrated when it’s missing, and 80% are more likely to buy when experiences are tailored.
4. Busy is no excuse: focus on your most important clients, partners, or team members and create a process for deliberate overdelivery.
5. Leadership lesson: even small actions—like a manager calling customers while an employee is on vacation—can create loyalty, relief, and trust.
6. Universal truth: People remember how you make them feel.

Memorable Quotes

• “Every opportunity is the chance to make someone feel a certain way.”
• “Overdelivering requires not just heart, but process.”
• “People are good. People are kind. Please, just keep noticing, keep anticipating, keep overdelivering.”

Why It Matters / How to Use It

This episode is a reminder that in a world where everyone is busy, the true differentiator is focus and intentionality. Whether in sales, service, or leadership, slow down long enough to notice, anticipate, and act. Build the systems and habits that allow you to go from simply delivering to truly overdelivering.

Resources and Links:

Bart Berkey: MostPeopleDont.com | LinkedIn

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