The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

What Kind of Example Do You Set?

The key to the Ritz-Carlton lineup, in addition to its simplicity and effectiveness, is the fact that it begins at the very top of the organization. Every employee who participates knows that the most senior officials of the company have made time that day to go through the exact same process. This is where too many companies that want to initiate service changes go wrong.

I am going to tell you right now that if your organization is not talking about customer service every day, constantly, then you are at risk of being surpassed by another company in your industry. Value-based service is a culture. It is not talk; it is an ongoing belief that what you do is not as important as how you do it. No better example ...