As travel shut down during the height of the pandemic, I went nearly two full years without attending a single in-person business event. So, it was an interesting twist of fate that I found myself traveling to Salina, Kansas twice in December 2021—eight days apart—for two very different events hosted by Network Kansas.

The first, on December 8, was “CompuCon,” a gathering of about 100 educators and tech industry professionals from around the state—many from the Kansas City area—focused on growing the computer science workforce in Kansas. I was invited to share how community maker spaces can help spark interest in tech careers, especially among youth who might not otherwise see themselves in that world.

Eight days later, I was back in Salina for an “Ice House Facilitators Summit.” The Ice House program, which I’ve facilitated since 2012, isn’t about teaching entrepreneurial mindset in the traditional sense. Instead, it’s about drawing it out—helping participants discover and activate the mindset that’s already within them. Through stories of successful entrepreneurs—shared both through in-class guest speakers and compelling video content—the program inspires individuals to think differently, recognize opportunities, and take initiative. At the summit, veteran facilitators like me shared how we’ve adapted the program to fit our local communities. There’s no single “right” way to do it, which is part of the program’s strength: it’s flexible, empowering, and deeply personal.

Both times, I stayed at the Hilton Garden Inn—and both times, I was reminded that we’re all in the hospitality business.

On my first trip, I had a memorable breakfast experience. Unsure of the setup due to lingering COVID adjustments, I hesitated at the counter. A friendly attendant welcomed me with a smile, handed me a menu, and took my order. As I waited, I watched her greet each guest with the same warm energy. She wasn’t just serving food; she was delivering an experience. That’s hospitality.

My second trip was more dramatic. The day before my arrival, on December 15, a rare December derecho—a massive windstorm—swept through central Kansas. Driving north on I-135 from Wichita, I saw multiple overturned semis and trailers. It was the strongest crosswind I’ve ever driven through in my 65 years. When I finally arrived at the Hilton, I learned that parts of the city—including the Olive Garden and Walmart—had lost power. I braced myself for a vending machine dinner.

But when I returned to the Hilton, the hotel grill was buzzing. Staff had decided to open up and serve windblown travelers. It was past 7 PM, and a steady stream of people were still checking in. It turns out that several nearby hotels had lost power, and many guests had been transferred to the Hilton at the last minute. Despite being short-staffed and overwhelmed, the team took it in stride. I had a great meal.

The next morning, I saw that same breakfast attendant—once again, cheerful and on point. Overheard conversations revealed she had made the “executive decision” to serve complimentary breakfast to the displaced guests because that’s what they were supposed to receive at their original hotels. She didn’t need a policy or a directive—just a sense of what was right. That’s hospitality.

In today’s world, with AI chatbots answering customer questions and self-service kiosks replacing human cashiers, we might forget how vital people are to creating a memorable experience. Technology will continue to accelerate. Automation, robotics, and machine learning will change how—and how fast—business is done. But what won’t change is this: people will always gravitate to those who treat them with respect, empathy, and care.

Whether we run a hotel, restaurant, maker space, service business, retail shop, or a classroom, we’re all in the business of making someone else’s journey a little easier, a little more human. That’s especially true at Life Skills Academy, where we help people build the confidence to solve problems, launch businesses, and explore technology in a supportive maker-centered environment.

In the end, business is about solving problems. But great business—the kind that grows, that lasts—is about doing so with hospitality. Because when people feel welcome, they come back.