Book Review: The New Gold Standard
Those who have stayed at a Ritz-Carlton hotel or have attended an event held at one can personally attest to the validity of its reputation for superior service in all respects. In fact, such service is consistently of such a high quality that guests take it for granted. Founder César Ritz observed long ago that “people like to be served, but invisibly.” I agree while presuming to suggest that the “Ritz-Carlton experience” becomes visible whenever I stay elsewhere. What we have in this volume is a rigorous and comprehensive examination of The Ritz-Carlton Hotel Company that, to the best of my knowledge, has not previously been provided. Joseph A. Michelli seems to have had almost unlimited access to its senior corporate executives, hotel managers and staff members (“the heart of the house”), and of special interest to me, its Leadership Center headed by Diana Oreck, vice president of global learning. Michelli observes that “From my perspective, the Ritz-Carlton [customer] experience is reflected in leadership committed to unrelenting quality, respect for all of the company’s staff encounters, and oddly enough, also a great spirit of candor.” Individual initiative is not only encouraged but indeed expected at all levels and in all areas in fulfillment of The Motto, “Ladies and Gentlemen serving Ladies and Gentlemen.”
The framework of Michelli’s narrative is based on Ritz-Carlton’s five principles that any organization (regardless of its size or nature) can establish and then sustain, creating a “gold standard” of its own: define core values and refine by leveraging continuous improvement; empower people with authority as well as responsibility through trust in their ability and eagerness to live The Motto; “It’s not about you” (i.e. focus on serving associates as well as guests); deliver WOW! (i.e. a “thrilling customer interaction,” especially when problems develop unexpectedly, as they inevitably do); and “leave a lasting footprint,” an enduring legacy of great service for generations to come. Michelli explains with meticulous care how any other organization can to create its own “gold standard. Throughout the Ritz-Carlton organization, top to bottom, perfect service is a never-ending journey of continuous improvement rather than an ultimate destination. Michelli inserts dozens of real-world incidents throughout his narrative that illustrate that this journey proceeds one guest at a time.
Thanks to Joseph Michelli’s exceptionally informative as well as eloquent book, other organizations can now learn about the unique culture of The Ritz-Carlton Hotel Company and then apply (with appropriate modification) the core principles that continue to serve as that culture’s foundation. And thanks to the Leadership Center, their leaders can gain a broader and deeper understanding of how service excellence and the quality of their own commitment to it can achieve a substantial ROI, not only in terms of dollars but also in terms of the lives that are enriched within their own organization as well as the lives of those whom they are privileged to serve.
You are cordially invited to check out The Ritz-Carlton Leadership Center and its resources. Please click here.
Thursday, December 17, 2009 - Posted by Bob Morris | Bob's blog entries | " "Ritz-Carlton experience, " focus on serving associates as well as guests, " Leadership Center, " Ritz-Carlton's five principles to establish and then sustain superior service, "It's not about you, "Ladies and Gentlemen serving Ladies and Gentlemen, "people like to be served but invisibly, 5 Leadership Principles for Creating a Legendary Customer Experience, a "gold standard" for service, a "thrilling customer interaction", César Ritz, define core values and refine by leveraging continuous improvement, deliver WOW!, Diana Oreck, empower people with authority as well as responsibility through trust in their ability and eagerness to live The Motto, global learning, Joseph A. Michelli, McGraw-Hill, superior service in all respects, The New Gold Standard, the Ritz-Carlton Hotel Company
No comments yet.
Acuity – Redefining Sales Cultures
Tom Niesen and his team, through Acuity Systems and Sandler Training, are ready to help you improve your sales process and increase revenue throughout 2015. Just click here to visit their website – and then, let Acuity help you improve your sales effectiveness in 2015.
Acuity Upcoming Events — Serious Training for the Serious Sales Professional
(Both events will be held in Dallas, at the Acuity Headquarters)
• Mission: Sales Boot Camp
$2,500 per person
• Sales Management Boot Camp
$1,295 per person
(Click here for information about this terrific opportunity)
And, meet our April, 2015 Sponsor
Tom Meyer, Dallas-based Certified Gazelles coach, invites you to an April 29 Scaling-Up Business Workshop at Bent Tree Country Club, designed to help leaders of companies and organizations make four key decisions about People, Strategy, Cash Flow, and Execution. Click here for more information about this workshop designed to help your business “scale up!”
And, Tom will offer a quick-look workshop on a few of the principles found in Scaling Up, the book by Verne Harnish, with special emphasis on the Personal One-Page Plan (a valuable take-away for all participants). Tom’s bonus session will be from 8:30-9:30, immediately following our regular session. The $15 cost for the bonus program includes a copy of the book.
Reading the handout, listening to the recording – it was “…like Power-Reading a Business Book”
- First Friday Book Synopsis in DallasApril 3rd, 20155 days to go.
- "Constantly reminding employees why they come to work and what it is that the organization does will help kee... amzn.com/k/Q8_R5GcGTkWl… 32 minutes ago
- "We needed buy-in, and you don’t get that by ignoring people’s concerns." amzn.com/k/FLinAQvhRrKb… 1 hour ago
- Doctors not always judged highly for their communication with patients... amzn.com/k/l_WhTzq-QNin… 1 hour ago
- Here's a blog post about a new book that contrasts with LEAN IN - see what you think about society without men: ffbsccn.wordpress.com/2015/03/28/not… 15 hours ago
- We sure are insecure as Americans about our future. Read my blog post about a best-seller by clicking here: ffbsccn.wordpress.com/2015/03/28/all… 23 hours ago
- People DO judge a book by its cover - or its title. Read my blog post to see what I think about that: ffbsccn.wordpress.com/2015/03/27/boo… 1 day ago
- David McCullough has a new book on The Wright Brothers scheduled for a May 15 release. Read my blog post: ffbsccn.wordpress.com/2015/03/26/can… 3 days ago
- Get ready for the next Jack Welch epistle. It releases on April 15. My blog post about that is here: ffbsccn.wordpress.com/2015/03/24/ano… 4 days ago
- Middle management in gazelle organizations bobmorris.biz/middle-managem… 6 hours ago
- Kara Penn: An interview by Bob Morris bobmorris.biz/kara-penn-an-i… 6 hours ago
- Chip and Dan Heath on “Four principles for making better decisions” bobmorris.biz/chip-and-dan-h… 1 day ago
Recent visitor count
- 901,628 visits
Site created and maintained by Dallas website design company bigDwebsitedesign.com
- Mike Paton: An interview by Bob Morris
- Not What Sandberg Had In Mind – This One May Need to “Lean Out”
- All the Way to the Top for “Get What’s Yours” – Our Profound Insecurity!
- What Kind Of Society Shall We Have? – When A National Leadership Conference Teaches Racist Chants, We Get Exactly What One Would Expect
- Book Titles That Deliberately Inhibit Sales – It’s a Bad Idea!
- David Allen’s Next Actions; Csikszentmihalyi’s Clear Goals – Do You Know What to Do Next?