176 INSPIRATIONAL And to support Kimpton's policy of social responsibility, including environmental stewardship, the company maintained its charitable com- mitment levels while other businesses cut back. Niki offered this advice for leaders: "No matter how stressed you are, deal with it privately. Maintain a positive attitude and it will come through in your communications and body language. If you allow your- self to focus on the negative and spiral into fear, do whatever you have to do to get your frame of mind positive and focused on what you can control." Every step of the way, Niki outwardly communicated her thinking and linked the company's actions to its values. She talked about her need to communicate tenaciously and to never, ever assume that people understand the situation just because the leaders do. She was tireless and committed, but also joyful and authentic. With leaders like Niki, it's not a surprise that Kimpton has enjoyed the success it has. In 2010, it opened its 50th hotel and was named No. 1 in customer satisfaction by Market Metrix.