Have you ever stayed at “The Ritz?”
If so, then you would have noticed the unparalleled customer experience in which your unspoken and potentially even unknown-to-you needs were met with gracious empathy from the professional, empowered and engaged staff. This high level of service is foundational to The Ritz-Carlton Credo which is unpacked in Joseph Michelli’s The New Gold Standard.
If (like us), you have not had the pleasure – the next best thing to get a feel for their leading approach to human-focused growth and service is to read the book. Which we did. It should not come as a surprise that the books we select & read as part of our culture-building efforts will resonate strongly with our values and approach, and yet is still really refreshing to see it play out on the pages and be mirrored in the culture of organization like The Ritz-Carlton. Here are some of the things we that resonated and aligned with our work most strongly…
At the core of The Ritz-Carlton’s model of lasting success is a truly human focus, which we clearly appreciate at PeopleIT. They invest heavily in building trust with employees beginning with the intricate employee selection process. They then leverage this trust for employee empowerment and engagement – elements that serve the end goal which is a highly engaged and loyal customer base.
Employees have the trust from leadership, freedom and tools to implement exceptional service that is both intricate and intuitive.
They use their judgment and freedom in decision-making to create Wow! experiences for customers. Connecting with them on an emotional level to create a lasting and memorable impact.
The leadership at The Ritz also recognizes the fundamental need of all people to be seen, heard and understood.
With this in mind, they equip employees with strategies to remember customer names, use them often, and greet them personally. They also place value on empathy as a core skill in customer service – encouraging their team to listen to customers, identify their needs, anticipate unspoken needs and act quickly to resolve problems. Can I get a “Yes First!”
The final elements of The New Gold Standard that we drew great energy from is the dance between Being the Same – providing a consistent and familiar customer experience – and Taking Risks to always be improving with a focus fixed on the future. As these are two of our foundational values (Be The Same & Small Steps Big Adventure) it was enlightening to watch them follow the steps of this dance throughout years of growth and expansion.
For us, consistency is important in how we show up and how we approach our work. Taking risk for big adventure is about the freedom to learn from what we have done and where we have come, exploring new ideas, tools, solutions to best deliver on our mission to unleash the full potential of those we serve by providing the most trusted and progressive I.T. strategy, advice and support services.
Thanks to Brendan Pool at Strategic Blue for turning us onto this book. It is literally dripping with goodness which we will continue to unpack and explore.