Most People Don't... But You Do!

Bart Berkey
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They may not be smarter. They may not be luckier. They simply "Do" things "Most People Don't". Bart Berkey was a global executive for The Ritz-Carlton for 16 years. He wrote a weekly blog for Hotel Magazine about Service Excellence. He wrote a book, Most People Don't (And Why You Should) Weekly talks with hospitality legends, CEOs, & leaders about moments that change something. Their early influences, motivation, and non-negotiable habitual actions they self mandate. If you lead a team, run a property, plan the meetings, or carry your culture on your back, this one is for you.

  1. 2d ago

    You Are Not Listening. You Are Waiting To Talk. | Jeff Borman, Virgin Hotels' Head of Sales

    Jeff Borman is Global Head of Sales, Revenue and Distribution for Virgin Hotels Collection, and he and Bart Berkey have known each other for more than twenty years, since the days when Jeff ran revenue for The Ritz-Carlton Pentagon City and Bart was there. Which makes the first thing Jeff says about that period surprising. He thinks he did it badly. His explanation is not modesty. He had come from the Marriott side of the business, he was technically right about everything, and he did not understand the room he was in. The general manager pulled him aside and told him that running a Ritz-Carlton like a Courtyard might be defensible on the numbers and was the wrong thing to say out loud, because the people in that building needed to believe nothing was like the Ritz-Carlton. Jeff left, and came back to the brand years later to do it properly. That pattern runs through the whole conversation. He asked an AI to describe him and it told him he is someone who builds a thing, breaks it, and builds it again, which he had not noticed about himself. He traces it to two fathers, an artist and a corporate finance lawyer, one who taught him to see from a hundred thousand feet and one who taught him what a semicolon costs. The part he says shaped him most is his mother. She never went to church. Asked why, she looked up at the trees and said, "This is my temple." It took him until well into adulthood to understand that she was not being idle, and that there is work happening in that stillness. Bart matches him with a story from his own first day at The Ritz-Carlton, when a housekeeper greeted him by name and he was so determined to respond perfectly that he said nothing at all. Then Bart asks the question the show is named for, and Jeff takes his time before answering it. In this episode: The mentor who blocked half of every Friday, and why ten percent of a week is enough Why a quarter of your inbox never needed you Why the trust had to come before the title The job he thinks he did poorly, and what the general manager taught him What an AI noticed about him that he had not Two fathers, and being made of both of them This is my temple Forty things by forty, written down rather than thought about What a be yourself culture looks like when it is real The one thing he does that Most People Don't ABOUT JEFF BORMAN Global Head of Sales, Revenue and Distribution for Virgin Hotels Collection. More than twenty-five years in hospitality, with senior roles at Ashford, Hilton, Marriott and The Ritz-Carlton. Founder and host of the No Show podcast, with more than one hundred episodes. Podcast: https://noshowpod.co Most People Don't... But YOU Do! is hosted by Bart Berkey, who spent 16 years as a global executive with The Ritz-Carlton and now builds HUMANALITY™, a system for making people feel cared for, valued, seen and heard rather than processed. CONNECT WITH BART Connect with me on LinkedIn: https://www.linkedin.com/in/bartberkey/ Subscribe to my newsletter: https://www.bartaberkey.com/join-the-newsletter Book me for a keynote presentation: https://www.bartaberkey.com/booking-engagement-page Listen, subscribe and share: https://www.bartaberkey.com/podcast

  2. Oct 1

    Sometimes You Should Be Late: Alex Snider on Forced Pauses | Alex Snider, Author of "Sometimes You Should Be Late"

    Alex Snider spent fifteen years inside federal work, in domestic policy, at the State Department, at the World Bank and in the Senate. Then a bicycle accident stopped him, and he came out of it having written a book arguing that you should sometimes be late on purpose. He is careful about what that does and does not mean. He is not a productivity guest, he does not do tips, and when Bart asks him for the one thing people should do to slow down, he says he cannot answer that and will not try. His argument is that how you receive an idea is so different from how anyone else does that handing out instructions is the problem rather than the fix. What he offers instead is a distinction. Speed is not the enemy and slowness is not the goal. The question is whether you slow down enough to notice which one a moment is actually asking for. He calls the other half of it emotional punctuality: the difference between having shown up for the meeting on time and having actually been present for the person in it. The most useful thing he says is also the most uncomfortable. He says he is not a good person when he is rushing, and that the book is about the kind of people all of us become under a sense of scarcity and urgency. Then he says the part most authors leave out, which is that he still loses to it. He names another writer whose success makes him feel behind, by name, and says he gets dragged into comparison every single day. Bart matches him, with a story about scrolling LinkedIn on a family holiday in Hawaii, seeing another speaker with more bookings than he had, and his daughter asking him why he was even looking at that now. In this episode: Why he turned down the show's signature question before answering it Learning to skip things rather than add them Why he refuses to tell anyone how to slow down What he noticed about the way Bart filled in, and did not fill in, his own preparation His brother at the train station, and a phrase worth stealing about tangled nets Emotional punctuality, and what it costs to confuse it with being on time Where he politely disagrees with being where your feet are Fifteen years in government, and why none of it was mindful The bike accident, and what a forced pause actually is The gap between the person we say we want to be and the person we are ABOUT ALEX SNIDER Writer, facilitator and meditation teacher, and a former government strategist. Author of Sometimes You Should Be Late: The quiet rebellion of slowing down in a world obsessed with speed, published by Practical Inspiration Publishing with a foreword by Diana Winston. Co-founder of Mindful Fed, the first government-wide mindfulness community. He writes the Human Bureaucracy column for Psychology Today. Website: https://www.slowmindfulness.com Most People Don't... But YOU Do! is hosted by Bart Berkey, who spent 16 years as a global executive with The Ritz-Carlton and now builds HUMANALITY(tm), a system for making people feel cared for, valued, seen and heard rather than processed. Listen, subscribe and share: https://www.bartaberkey.com/podcast

  3. Sep 24

    You Are One Action Away From The Whole Thing Changing. He Proved It Twice | Mark Pattison, NFL Veteran & Seven Summit Mountaineer

    Mark Pattison was drafted by the Raiders in the seventh round, played five years in the NFL, and will not use the word retired. His words for what happened are that he got kicked out and not let back in. What came next is the part of his story he has told least. For two years he had no purpose and no skill he could name other than catching a football. He was in the University of Washington Hall of Fame. He had been in a locker room with Howie Long, Marcus Allen and Jim Plunkett. When it ended he expected his phone to ring off the hook, and not one person called. He took a job waiting tables at the Chart House, where his old teammates came in to eat, and he lasted six months before he decided he hated it enough to do something else. That decision became the sentence he now builds everything on. Action creates reaction. It carried him into a marketing company, then into twelve years at Sports Illustrated, where the business he built went from number 17 in its category to number 1, and then up the Seven Summits, the highest peak on each continent, which he is the only NFL player ever to complete. In this conversation with Bart Berkey, Mark talks about the freshman year that ended his belief that talent was enough, when he was 181 pounds and could not bench his own weight. He talks about the valleys behind the shiny things, including the one made of a divorce and his father's death. He explains the discipline that got him up Everest and the Matterhorn, which is not looking at the mountain at all, only at the next ten steps. Then Bart asks him what he is most proud of that is not shiny, and Mark answers in one line about his two daughters, and it reframes everything he said before it. In this episode: Stepping into the fear, and his own answer to the question this show is named for Why he says retired is the wrong word 181 pounds, and the freshman year that woke him up Two years without purpose, and the phone that never rang Waiting tables at the Chart House while his old teammates came in Action creates reaction, the sentence he built a second career on Sports Illustrated, from number 17 to number 1 Ten more steps, and why he never looks at the summit The one accomplishment he does not consider shiny The one thing he does that Most People Don't ABOUT MARK PATTISON NFL veteran, and the only NFL player to climb the Seven Summits. Winner of a 2022 Sports Emmy for Best Short Documentary for Searching for the Summit. Author of Finding Your Summit: How to Build Resilience and Faith to Conquer Life's Peaks, and host of the Finding Your Summit podcast. Website: https://markpattisonnfl.com Most People Don't... But YOU Do! is hosted by Bart Berkey, who spent 16 years as a global executive with The Ritz-Carlton and now builds HUMANALITY™, a system for making people feel cared for, valued, seen and heard rather than processed. Listen, subscribe and share: https://www.bartaberkey.com/podcast

  4. Sep 18

    Alive At The Right Time | Caitlin Weis, Ambassador of Cystic Fibrosis

    Caitlin Weis was diagnosed with cystic fibrosis at three months old. She has been admitted to hospital 96 times. For twenty five years almost nobody outside her family knew, because her mother used to walk her out of the room before the talks began so she would not hear how long people thought she had. What makes that strange is that she was never actually hiding. She has been an ambassador for the Cystic Fibrosis Foundation for as long as she can remember. She was five years old selling raffle tickets at their fundraisers, working a room for a cause that was her own life, and saying nothing about herself. In this conversation with Bart Berkey, recorded in Cancun, Caitlin talks about what ended that. Her mentor, a woman who also had cystic fibrosis and who happened to share her name, died in her twenties. Caitlin used to call her for everything. She decided she did not want it to be in vain, so she started speaking. She explains what CF actually is, a genetic disease that affects every organ and that you cannot see from the outside. She talks about being denied a new medication three times because she was in borderline liver failure, about starting a bucket list instead, and about the phone call that changed it. One week after starting the medication she went from 50 percent lung function to over 100 percent. She also says the line the episode turns on. She will most likely never see a cure, and she is okay with that, because the people she is fighting for are the children being born now. In this episode: The invisible backpack, and what she wrote on hers What her mother said instead of you are different Why she says being kind is the cheaper option Two gene therapies that failed, and the third she almost refused 50 percent lung function to over 100 percent in one week The grandmother at a walkathon who had never met anyone with CF over 30 Fighting for a cure she does not expect to use The one thing she does that Most People Don't IF CYSTIC FIBROSIS IS PART OF YOUR LIFE Cystic Fibrosis Foundation: https://www.cff.org CF Foundation Compass, free and confidential help with insurance, costs, care and referrals: 1-844-COMPASS Most People Don't... But YOU Do! is hosted by Bart Berkey, who spent 16 years as a global executive with The Ritz-Carlton and now builds HUMANALITY, a system for making people feel cared for, valued, seen and heard rather than processed. Listen, subscribe and share: https://www.bartaberkey.com/podcast

  5. Sep 10

    The Version of You That Got You Here Cannot Get You There | Josh Zolin, CEO of Windy City Equipment Service

    Josh Zolin was a Hollywood stunt man before he became a CEO. He walked away from the film business, started at the bottom of his father's restaurant equipment company as a field technician on minimum wage, and now runs it as President and CEO of Windy City Equipment. In this conversation with Bart Berkey, Josh explains the thing that made all of it possible. Every level of success he reached required a different version of him to show up, and confronting the old version was the hardest work he has ever done. He talks about why he left the stunt world, and it was not about credit or money. It was that he did not like the person he was becoming in order to succeed. He talks about the ten years he spent in the field, getting up at 4:30 in the morning and working a second job because his father refused to pay him more than minimum wage, and about the line that explains why he stayed: he did not like the work, but he liked who he was when he was working. Then he gets practical. Josh handwrites three notebooks every single day. A wins notebook built on four filters, freedom, presence, impact and love. A universal questions notebook that teaches him how to think. And an excavation notebook, where he writes the hard question, the unfiltered answer, the sentence that starts with "the lie I'm telling myself is," and finally "I am the man who." His claim is simple. Do that for a year and you will not be the same person. He also answers the question the show is named for. Why don't most people do this work? Because they mistake uncertainty for something they need to know, and anxiety comes from two things: what we are uncertain about, and what we feel powerless against. Josh is the author of Blue Is The New White, a case for purpose and real earning in the skilled trades, and the host of Everything They Don't Tell You. Find everything at joshzolin.com. In this episode: The one thing Josh does that Most People Don't Why he left the stunt business, and the moment in the mirror Starting as a technician with no silver spoons and no handouts Why fair and the same are not the same thing in a company culture What it means to give someone your present instead of your attention The three notebooks, and the four parts of every excavation entry Why uncertainty and powerlessness are the recipe for intrusive thoughts Blue Is The New White, and the case for the skilled trades Most People Don't... But YOU Do! is hosted by Bart Berkey, who spent 16 years as a global executive with The Ritz-Carlton and now builds HUMANALITY™, a system for making people feel cared for rather than processed. Listen, subscribe and share: https://www.bartaberkey.com/podcast

  6. Sep 3

    At All Costs. No Matter What. How Ryan Bartlett Built a $100M Brand on Service. | Ryan Bartlett, Co-Founder of True Classic

    SEASON 4, EP. 248 Guest: Ryan Bartlett | Co-Founder & Chairman, True Classic | Los Angeles, California Web: trueclassictees.com LinkedIn: Ryan Bartlett (30,000+ follow EPISODE SUMMARY AND KEY TAKEAWAYS Ryan Bartlett flunked out of Michigan State, went broke trying to make it as a poker pro in Vegas, worked nightclub VIP rooms in Orlando and LA, and then spent a year quietly researching the most saturated, commoditized category in fashion before deciding to shoot his shot. That company is True Classic, now one of the fastest-growing D2C apparel brands in the world. But this episode is not really about T-shirts. It is about what happens when a founder with a service heart builds a company around the belief that the customer experience matters more than the money. Ryan and Bart connect over Ritz Carlton-level service, the Humanality framework, and a story that started with two canceled orders, a TikTok live comment, and ended with five brand new True Classic shirts showing up at Bart's door unannounced. Ryan talks about the parents who believed in him through every pivot, the stepbrother who reminded him of a promise he made at 19 in the Bahamas, the co-founder who ran with the culture from day one, and why he tells his customer service team to throw the 30-day return window out the window. Every time. No exceptions. At all costs. What You Will Walk Away With At all costs means exactly that. Ryan's customer service mantra is simple: the customer needs to have a good experience, period. Even if True Classic loses money on the transaction. The word of mouth from one bad experience costs far more than the refund. His team knows this without being told twice. Ritz Carlton service is not a hospitality concept. It is a business model. Ryan built True Classic's culture around the same standard Bart learned at the Ritz. Surprise and delight. Notice, anticipate, over-deliver. CSAT score of 4.97 at all times. These were not aspirational goals. They were the baseline. Parents who believe in you change everything. Ryan credits his parents more than any business school, course, or mentor. They backed every instrument, every idea, every pivot. That unconditional belief became the confidence that let him walk into the most saturated category in fashion and know he was going to crush it. Most people get into businesses they do not love. Ryan's fill-in-the-blank answer is the throughline of his entire story: most people start businesses for the opportunity, not the passion. And when year two or three gets brutal, the opportunity is not enough to keep you going. The love is what keeps you going. It was never about the T-shirt. It was about giving 6 million guys the confidence to leave the house feeling good about themselves. That was always the North Star. The revenue followed the mission, not the other way around. Optimization never stops. Ryan lives in what he calls optimization mode — constantly scanning for things that are a 7 out of 10 and figuring out how to make them a 10. His next chapter is not another product. It is teaching the next generation of D2C founders how to build and scale a brand using what he actually learned from doing it, not from repackaging other people's advice.

  7. Aug 28

    He crashed two cars at 16. Built a $3 billion company fixing everyone else's | Matt Ebert, CEO and Founder of Crash Champions

    At 16, Matt Ebert wrecked his car twice. The first one was totaled. The second time, he was too afraid to file an insurance claim, certain it would cost him his coverage and with it his newfound freedom to drive. So he found a man in town who worked a day job and fixed cars at night in his garage, and asked to be taught. He has been in collision repair ever since. Today he is the founder and CEO of Crash Champions, with more than 650 locations, 11,000 employees, 60,000 cars repaired every month, and $3 billion in revenue. He calls that 5 percent of his market and says it is nowhere near enough. In this episode, recorded at PodCrash Studios in Chicago, Bart Berkey asks Matt the question this show is built on: what do you do that most people don't? What follows is the conversation most CEO interviews never reach. Kmart clothes and split kids' meals. A paper route that taught him to collect, hold, pay, and keep the difference. One hundred thousand dollars cash advanced on credit cards for four Subway franchises that never made money, and a return to the body shop floor to cover the bills. A mind that has never once treated quitting as an option. Matt is candid about the parts that do not fit on a highlight reel. Why he is most comfortable at the bottom of the rollercoaster and most nervous at the top. Why he still cannot sleep. What the drive has cost his wife and his kids, and why he measures the quality of his time with them rather than the quantity. And why, at Crash Champions, repairing the car is only the ante. The real work is trust, delivered to people on the worst day of their week, across 650 locations he cannot personally stand in. His answer to the closing question is one word longer than you expect, and it reframes everything before it: most people don't get curious enough. Most people fix what is broken and move on. Matt Ebert built a company around leaving things better than he found them. Key takeaways Think bigger than the room you are in. Matt's answer to "what do you do that most people don't" was immediate: he thinks bigger, and he pushes the people around him to do the same. It was not there at 16. It got built. The wreck was the doorway. Two crashes at 16 and a fear of losing his driving freedom sent him into a neighbor's garage to learn collision repair. The problem he was trying to avoid became the career. He is not naturally good at anything, and that is the advantage. "I can't sing, I can't dance, I don't have athletic ability." What he learned instead was that he can figure almost anything out if he reads about it, asks about it, and practices it. Better is the whole business. Landscaping, construction, collision repair, all of it is transformation. "I want people to think their life has been better for having me involved in it." Bart's frame for it: easy to be, but better to become. Learn more at mattebert.com and crashchampion.com Listen to PodCrash with Matt Ebert wherever you get your podcasts Follow Matt: LinkedIn, Instagram @mattebertcc, X @MattEbertCC, Facebook @MattEbertCC

  8. Aug 20

    You Don't Have to Carry It Anymore: Tia Crystal on Healing the Inner Child, Mental Health, and Feeling Safe Again | Guest: Tia Crystal, Author & Founder of Be Wellness Mind

    Episode Summary Some people you meet feel less like new acquaintances and more like a reunion. That's how Bart Berkey describes meeting Tia Crystal — an internationally recognized artist, author, wellness advocate, clinical hypnotherapist, and founder of Be Wellness Mind — whose work has been shown at the United Nations in Geneva. In this warm, wide-ranging conversation, Tia opens up about growing up with severe dyslexia and the self-worth struggles it fed, a message she received at age ten that she wouldn't understand her purpose until forty, and how she became "the living embodiment" of what she now teaches. Key Takeaways You are the success today. Whatever happened before, you go back to old patterns as the empowered adult you already are — not as the wounded child.Safety is the foundation of everything. "If you feel safe inside you, you can do anything." Real change starts by helping your younger self feel safe.Strong is muscle; power is knowing. Strength is effort; power is the quiet certainty of who you already are.Become the observer. ~60,000 thoughts a day, ~90% repetitive, ~80% negative. See a negative thought as a "gremlin" outside you — name the feeling, and it loosens its grip.Stop rereading chapter one. Most people replay the same story to the end, then start it over. It's time to give yourself permission to write a new one.Make peace with worry. You may never delete it — but you can breathe, put your arms around yourself, and lessen its grip instead of numbing it away. Quotable Moments (pull-quotes for the newsletter / social) "Strong is muscle. Power is knowing." "You are the success today, regardless of what happened to you before." "It's time to write a new story. What do you give yourself permission to write?" "The more you run from something, the more it runs after you." "You are the microcosm of the macrocosm. The only way to change the world is to change your little corner of it." Quotable Moments (pull-quotes for the newsletter / social) "Strong is muscle. Power is knowing." "You are the success today, regardless of what happened to you before." "It's time to write a new story. What do you give yourself permission to write?" "The more you run from something, the more it runs after you." "You are the microcosm of the macrocosm. The only way to change the world is to change your little corner of it." Episode Details: Show: Most People Don't… But You Do!Season 4, Episode 246Host: Bart BerkeyGuest: Tia Crystal, Artist, Author, Wellness Advocate, Clinical Hypnotherapist & Founder of Be Wellness MindBook: The Paintbrush (Amazon & Audible)Also: Creator of the animated children's mindfulness series E Me UniConnect: tiacrystal.com · bewellnessmind.com · bewellnesstravel.com

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They may not be smarter. They may not be luckier. They simply "Do" things "Most People Don't". Bart Berkey was a global executive for The Ritz-Carlton for 16 years. He wrote a weekly blog for Hotel Magazine about Service Excellence. He wrote a book, Most People Don't (And Why You Should) Weekly talks with hospitality legends, CEOs, & leaders about moments that change something. Their early influences, motivation, and non-negotiable habitual actions they self mandate. If you lead a team, run a property, plan the meetings, or carry your culture on your back, this one is for you.

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