In your reflection post include the following: Point of View: Share how the story of one of the "Legends of Service" resonated with your own guest service experience. Consequences: Give an example of how you could integrate the insight from one of these great contributors to our field to change your own approach to managing the customer experience. Purpose: Why should we question and modify our understanding of managing customer experiences over time? How good is your "Excellence Reflex" and what can you do to strengthen it