The Executive Edge · 2026-06-15 · 36 min
Unlock the secret to building a thriving organization from the inside out with Amir Durrani , SVP of People and Culture at Norm’s Restaurant. In this episode, Amir reveals why customer experience is just the tip of the iceberg - true success depends on fostering a culture where employees feel valued, supported, and motivated to leave work happier than when they arrived. Discover how Norm’s low turnover and loyal, multi-generational staff exemplify these principles in action, emphasizing that culture isn’t just a buzzword but the core driver of exceptional hospitality. You'll learn concrete strategies for aligning your team around shared values, creating genuine connection, and building a culture of continual growth. Amir discusses the impact of words - like choosing to call guests “guests” rather than “customers” - and how small acts, like knowing employee names, foster a sense of belonging. We break down the importance of leadership that is rooted in vulnerability, reflection, and leading from the heart - especially when facing headwinds or managing a multigenerational workforce.
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