Local banter

"I had dinner with Bill MacKay," Marcus Buckingham says. "He's responsible for all the Four Seasons in Japan and China. And I ask him, 'Where you off to Bill?' He goes, 'I'm off to Toronto to another one of those best practice sessions.' I said to him, 'Oh, is that one of the reasons Four Seasons is so good and known for excellence the world over?' He goes, 'No, we can't seem to find any consistent best practices. 'I'm like, but you are the Four Seasons! He goes, Yeah, but you know what? Excellence is local."