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The New Gold Standard: 5 Leadership Principles For Creating A Legendary Customer Experience Courtesy Of The Ritz-Carlton Hotel Company (2008)

by Joseph A. Michelli(Favorite Author)

3.81 of 5 Votes: 3

ISBN

0071548335 (ISBN13: 9780071548335)

languge

English

genre

Nonfiction

publisher

McGraw-Hill

review 1: After reading this book, I will definitely try out a night at a Ritz Carleton hotel..... when and if i have the money... But I will also take many of the lessons from the success of the Ritz-Carlton Hotels with me into my life as a rabbi. Michelli does a great job of weaving in narratives and principles of the RC's success. He creates a vivid portrait of the Ritz Carleton experience from top to bottom. This book is for anyone who wants to learn how to expand the way that they think about customer service, hospitality, and business. The book is well written, and thought provoking. Definitely worth the read.
review 2: I was pleasantly surprised by this book. Though I am not naturally inclined to read business books, I found that this one to be accessable and ... moreto flow well throughout the book. While most business books I have read spend too much time talking about mission statements and vision statements and other corp-speak that sounds good on paper, but rarely makes it into practice, this book showed how the ladies and gentlemen of Ritz Carlton make it happen on a day to day basis.The real difference for that organization is that the "Gold Standard" is not the new flavor of the month, but rather an imbedded ideology. It seems to me that the main way that this happens is through the empowerment of the employees to act in a way that is best for their customers, which in turn builds self-reliance, faster resolution of issues and all-around better service.The other key indicator is that the push is not from the top-down, but permiates the institution. Top-down edicts rarely work because you need numbers and the buy-in of the employees to build an ideology, not the mandates of those in charge.In many ways this book shows what I have always thought about leadership. Show people where they should go and then let them find their own way there. If they get stuck, a nudge along the way will help, but carrying them there will not achieve the character-building necessary to get them to the next step. less

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