Put YourGuest Last

Every business has been told the same thing for decades: put your customer first. What if that’s exactly what’s holding your business back?

After leading one of America’s oldest independent ski areas through changing generations, a pandemic, and a workforce that no longer responds to traditional leadership, Katie Boedecker made a decision that felt completely backwards. Her team put their guests last. The results surprised everyone. Turnover dropped, culture grew stronger, and guests became more loyal than ever.

Put Your Guest Last is the story behind that transformation, and a challenge to everything we’ve been taught about workplace culture. Extraordinary businesses aren’t built by obsessing over customers. They’re built by learning to love yourself, then your team, then your community, in that order. That’s the Montana Mindset.

This book is for leaders in hospitality, food & beverage, and the service industries: owners, GMs, and anyone responsible for a team’s culture. If you’re tired of treating symptoms instead of solving the real problem, this book offers a different way forward.