People working in modern service industries are prone to burnout and stress, often due to outdated systems that fail to value their true worth. According to authors Randy Haveson and Kat Nisson, the customer service industry needs to prioritize the needs of its workers and ensure their overall well-being to facilitate growth. In Worth at Work, the authors lay out a blueprint for creating optimal workplace environments in service industries that lead to efficient, effective teams working together for individual and organizational success. In this book, you will learn about patterns that stall high performance, the difference between ego-driven confidence and self-esteem-driven confidence, the ways to improve self-worth and "energy," systems that enable mental clarity, emotional and spiritual wellness, and high service quality, building self-empowerment in teams, and more.

Worth at Work is an empowering guide for anyone working in the hospitality sector. I think a book like this has never been more relevant than now. Hospitality workers constantly find themselves burned out, overworked, and stressed due to ever-demanding schedules and anxiety-inducing pressure. This is your guide to making sure service industry workers have fulfilling professional and personal lives in which they can thrive both internally and externally. Through stories and examples, authors Randy Haveson and Kat Nisson show how the approach to the traditional way of demanding excellence from employees must change in hospitality. I fully agree with the authors' view that human connection seems to be missing in the service industry nowadays. The authors offer practical solutions with keen insights and observations. All in all, it's an illuminating and engaging book that I will definitely recommend.

Worth at Work by Randy Haveson and Kat Nisson is a well-written book that equips leaders with the tools to understand the members of their team and help them develop a sense of worth so they can give authentic service, especially in the hospitality industry. This book is divided into five parts that start with the effect of the "smile harder" approach on guest satisfaction and staff retention, as well as those hidden factors that can deplete the energy of team members. The second part explores the concept of authentic worth while also differentiating between ego-driven and self-esteem-driven confidence. Other parts discuss signals your body sends when your energy ball begins to shrink, clear thinking under pressure, the myth of multitasking, and the five practices of collective confidence, which include the Worth check-in, the energy protection protocol, and more.

As a reader passionate about leadership, every part of this book transformed my perspective on building a high-performing team by focusing solely on worth. I loved that the lessons and tools offered can be applied beyond the workplace and the hospitality industry. From this book, readers could learn to build genuine relationships, self-esteem, and confidence. I loved the engaging stories shared, which proved that the discussions are practical. I found the part about how to deal with conflicts and favoritism to be the most appealing. The writing is well-paced, detailed, organized, and easy to comprehend. Themes include leadership, workplace culture, employee confidence, and more. I recommend Worth at Work by Randy Haveson and Kat Nisson to all business leaders who want to develop a team of genuine service-oriented people.

Worth at Work is a comprehensive, insightful, and easy-to-navigate tool for all professionals striving to achieve and maintain service excellence in their businesses. The concepts of curiosity, engagement, leadership, self-esteem, and teamwork discussed in the book are essential to creating a thriving workplace culture.

As a people and culture professional in the luxury hospitality industry, I believe connecting with others and demonstrating empathy are critical to creating meaningful interactions that exceed expectations. Haveson and Nisson have identified and captured the essence of what is required to consistently deliver exceptional service.

Worth at Work is a must-read. - Brenda Tscharner, People & Culture Hospitality Leadership Consultant

Hospitality has spent years trying to fix burnout, turnover, and inconsistent service with more training, more scripts, and more processes. Worth at Work challenges the industry to look
deeper, making a compelling case that exceptional service does not come from forcing people to smile harder, but from creating environments where people feel valued, supported, and grounded from the inside out. What makes this book so impactful is that it speaks directly to what so many hospitality leaders are feeling right now. The industry does not have a people problem. It has an exhaustion problem. Randy Haveson and Kat Nisson offer a much-needed shift in perspective by focusing on the human side of hospitality and reminding us that if we want teams to stay, serve authentically, and truly thrive together, it starts from within.

— Steve Carran
Co-Founder, Modern Hotelier Podcast & Media

I picked this up because burnout and turnover are problems everywhere, and I wanted something that went deeper than the usual engagement advice. This book does. The authors argue that retention and service problems aren't fixed with more training manuals or tighter standards. They're fixed from the inside out, starting with the internal voice and personal energy of the people actually delivering the service. It sounds simple, but I've never seen a book address it this directly, and it explains why so many well-intentioned programs fail.

The examples come from hospitality, but the ideas apply anywhere people serve people. Healthcare, retail, transportation, customer experience, honestly any workplace where employees are expected to stay steady and warm in high-demand environments. The through line is clear: when employees feel genuine confidence and worth, they take better care of customers, stay longer, and do better work, and leaders can build the conditions where that happens instead of watching their best people walk out the door.

It's also extremely readable. Practical, step-by-step, no jargon, no padding. Part guide for frontline professionals, part playbook for the leaders above them. I finished it quickly and have already gone back to sections. If you lead a team or care about the culture of your workplace, this one is worth your time.

This book is thoughtful and engaging. It speaks to the heart and has many insights into what makes people feel valued and confident at work. The writers focus on the hospitality industry but this advice applies to many kinds of jobs. As a retired teacher, I found myself applying the wisdom described to many of my experiences in the public school system.

I appreciated the many great stories that were included which made it fun to read.

I’m just halfway through and I’ve already saved so many quotes and taken notes. As a supervisor, I have been on a journey to help my small team of young people grow into their best selves. This book makes the process easier. Worth at Work argues that meaningful service and authentic customer experiences begin with employees feeling genuinely valued as people rather than simply for their performance or achievements. Through stories and practical insights, the authors encourage leaders to create workplace cultures built on human worth, connection, and care.