In talking with an executive at the Ritz-Carlton, she said that this service hospitality company is all about the creation of a positive experience so customers have a story to tell their friends/family. Their success is measured: Ritz-Carlton has won the Malcolm Baldrige Quality Award twice; turnover is 25% below industry; Gallup metrics are tracked…
For new hires during onboarding… “We’re glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them.” Nordstrom Rules: Use best judgment in all situations. “There will be no other rules….
Michael Strahan, a super star football player for the NY Giants and now famous television journalist, spoke recently. The application to the business world: Everyone is unique, yet you need to work together because you are on the same team. You are accountable to your teammates, and you are either part of the problem or…
…while hoping for B. This classic article from the “Academy of Management ” was published 20 years ago. However, it was originally rejected for publication and only an editor saved it to be printed. People seek information concerning what activities are rewarded. Their communication preferences are based on what is compatible with their personal interests…
