In this episode, I’m joined by Samantha Irwin to explore what truly creates unforgettable customer experiences, thriving workplace cultures, and businesses people never want to leave. Samantha shares her incredible journey from middle school teacher to restoring and running a historic 1907 boutique hotel in a tiny farming town of only 650 people. What started as an intuitive “yes” to an abandoned building became a transformational journey in leadership, hospitality, customer retention, and people-centered business. With over 30 years of leadership experience, Samantha now helps businesses create exceptional customer experiences and empowering workplace cultures through her Power of People Academy and Culture Deck frameworks. But this conversation goes far beyond hospitality. It’s about human connection. It’s about leadership. And it’s about creating businesses where both customers and employees feel deeply seen, valued, and welcomed. In this episode, we discuss: How Samantha transformed an empty historic hotel into a destination experience Why customer experience matters more than marketing alone The connection between employee culture and client retention The power of small moments in creating lasting loyalty Building businesses rooted in people, connection, and intentional leadership Connect with Samantha Irwin: Website: https://kaizen.zone/ LinkedIn: https://www.linkedin.com/in/samanthairwin/ Program: https://kaizen.zone/staff-support-creating-a-culture-deck/
In this conversation, Samantha Irwin and I dive deep into what it truly means to build a business around people.
Samantha shares how she transitioned from teaching middle school into entrepreneurship after feeling called toward something more aligned with her gifts, creativity, and leadership. That calling eventually led her and her husband to a tiny town in Oregon where they discovered a historic three-story hotel sitting quietly behind a row of trees.
The moment she stepped inside, she saw the vision instantly.
With no staff, no furniture, no systems, and no hospitality background, Samantha took a leap of faith and spent nearly a year restoring the property from the ground up. What followed became a masterclass in customer experience, team culture, and creating meaningful human connection through business.
Throughout this episode, we explore:
Samantha also shares one of the foundational hospitality practices that transformed her hotel experience: teaching every team member the power of eye contact, smiling, and greeting every guest with genuine acknowledgment.
Because at the end of the day, people may forget the product… but they never forget how you made them feel.
This episode is about leadership with heart.
Building businesses through connection.
And creating experiences that people carry with them long after they leave your space.
How Samantha transformed a forgotten 1907 hotel into a thriving hospitality experience rooted in connection and community.
Why loyalty and retention are built through emotion, consistency, and human connection.
How empowering employees creates stronger businesses, happier teams, and better client experiences.
Why small intentional moments can dramatically impact retention, referrals, and long-term growth.
Website: https://kaizen.zone/
LinkedIn: https://www.linkedin.com/in/samanthairwin/
Program: https://kaizen.zone/staff-support-creating-a-culture-deck/
Show Up With Priyanka is a Top 1% globally ranked podcast where we have conversations with heart-centered, soul-led entrepreneurs exploring leadership, healing, intentional living, and sustainable success. Hosted by Priyanka Khandalkar, a transformational Business Scaling Coach, and founder of SynrGEE LLC, this show is devoted to helping you rise, reset, and lead from within.
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As founder and CEO of SynrGEE LLC and Fractional COO to multiple businesses, I support business owners in simplifying and systemizing their operations and marketing so they can scale sustainably while staying aligned with their vision.
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