As fate would have it, this same purchasing manager had been the one delaying the approval of the acquisition of sheets and towels for this hotel. Her action, seemingly innocent at corporate headquarters, meant that she had to strip the beds, launder the sheets and towels, and then return them to the rooms. What a waste of time, and what a learning experience! Darryl Hartley Leonard’s InTouch Day has become a special “treat” for Hyatt employees. By giving corporate executives insight into how their actions affect employees, and ultimately customers, better employee relations and customer service result.