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3/23/2023

Getting Your Oil Changed the Ritz-Carlton Hotel Way

Creating Great Places To Work!

Getting Your Oil Changed the Ritz-Carlton Way

Customer service seems headed in the same direction as the Titanic. Why? For many shortsighted organizations it is about cutting costs, cutting corners with the hopes of driving up profits. One reason is most Americans feel customer service jobs are beneath them. This also maybe true with younger folks entering today’s job market. Secondly, many organizations have eliminated the human element, replacing it with a lower-cost, impersonal conglomeration of voice mail, email, and online request forms.

The Ritz-Carlton hotels takes a totally different approach. They make customer service a science. Unlike other hotel chains, they measure what makes their guests happy and if those guests will return or not. Happy guests tell their friends if they were pleased or not. Word of mouth advertising is the best form of advertising.

My wife and I recently stayed at the Reynolds Plantation Ritz-Carlton at Lake Oconee, Georgia for our wedding anniversary. Upon checking in, we dropped off our bags and took a seat in the lobby to enjoy the view of the lake. Just minutes later a service person named Susan introduced herself, beginning a friendly conversation. She asked us why we were staying at the hotel. I said, “We are here for our wedding anniversary.” With a huge smile she said, “Congratulations. Let me go get you some champagne.” Wow! This was the first of two incidents that would capture my loyalty as a guest of the Ritz-Carlton.

Later that evening a knock at the door caught us by surprise. Greeting us again was Susan. This time she surprised us with a luscious piece of cake carefully presented on a plate. In icing was this inscription, “Happy Anniversary.”

It was not a stroke of luck that we stumbled across Susan. She, as well as other Ritz Carlton employees, are carefully selected and thoroughly trained on how to find guest’s “unspoken” requests. They follow a process called the “Three Steps of Service.”

Continued on the web site

Solving The Employee Turnover Problem

You’ve undoubtedly heard the phrase “people don’t leave their job, they leave their manager.” Companies around the world are learning how true this is, and are making concerted efforts to decrease employee turnover by improving their managers. In Gallup’s study, State of the American Manager, 50% of workers surveyed have left a job to “get away from their manager at some point in their career," and "at least 75% of the reasons for voluntary turnover can be influenced by managers."

Use our free whitepaper to help you design an employee retention strategy for your organization.

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2/21/2023

Free E-book: Solving The Employee Turnover Problem

Creating Great Places To Work!

Solving The Employee Turnover Problem

Use our free whitepaper to help you design an employee retention strategy for your organization.

Download the whitepaper

Developing The Next Generation Of Leaders

One of the most important roles of senior executives is to develop the company’s future leadership. The groups of leaders that can help take the company to the next level.

Even with the current economy, there is a surge of “baby boomers” retiring and it is resulting in a shortage of leaders.

This shortage of leadership comes at a time of rapid change. With globalization, the volatile economy, technology changes, and the increased demands of stakeholders, leadership is vital to not only succeed but also, in some cases, just to survive.

Most often it is less expensive to reach within the company’s workforce for this future leadership than it is to hire from the outside. Developing the leadership skills necessary for leading your company into the future needs to be a part of the company culture.

Training programs to develop these skills for your high potential employees should include; assessments, communication training, leadership skills development programs, mentoring, management training, coaching, and goal setting.

Assessments

Use assessments and profiles to identify behaviors, motivators, competencies, emotional intelligences, and acumen. Once identified via assessments, we can better understand the how, why, and potential of your employees. Assessments are great tools for selection, retention, development, and putting people in the correct positions within your company.

Communication Training

Open communication helps create trust and allows everyone to know what needs to be done, where the company is going, what part they play in the company’s success, and to eliminate any hidden agendas. DISC assessment training is a powerful communication tool that will open the door to effective communication.

Leadership Development Skills

Identifying the current skills of each person, their strengths & weaknesses, and creating a multi session program to develop and enhance the needed skills and then aligning with the company’s mission, goals, and direction.

Mentoring

A mentor is more than an advisor. A mentor will get you up to speed faster and more efficiently than you can by yourself or through trial and error. A mentor will help you understand how the company works and provide you with wisdom, knowledge, support, respect, skills, and coaching. Your mentoring program should be between a high performing veteran and high-potential leader.

Coaching

Similar to mentoring as to offer guidance & advice. A coach will help to keep you on track with a specific goal or desired result. A coach will help you identify personal & professional strengths & areas for improvement. Your coach will challenge the status quo and help you find answers to facilitate growth and to discover possible new ways of doing things. The most effective coaching is performed by an outside professional who is highly trained in the art of coaching and can help the future leader meet specific goals in a specific period while aligning with the company’s vision & values.

Management Training

Prepare managers on how to develop skills and style to be more effective in building and directing their subordinates to higher levels of performance within a focused work environment. This important role often goes untrained yet it is vital to inspire, motivate, and help your team thrive within the company.

Goal setting

Teaching future leaders the art of goal setting and goal achievement is paramount. Specific, Measurable, Attainable, Realistic, and Time-targeted (S.M.A.R.T.) goals. By making sure each goal meets these criteria, you provide a clear expectation of progress and performance. Having participants involved in the goal setting process will increase commitment of the expected outcome and help them understand how the goals align with the overall company’s goals.

Having a formalized leadership development program in place can help in the retention of top talent as well as attract top talent to your company. Giving you the edge over your competition.

If you have any questions about this article, or about how we can help in creating a highly engaged workforce, contact us today!