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 In-
Touch 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.