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The New Gold Standard
304 pages, 2008
Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest, The Ritz-Carlton Hotel Company. With constant attention to every luxurious detail, the company has set the bar for creating memorable client guests in world-class settings.
Now, the leadership secrets behind the company's extraordinary success are revealed for the first time. The New Gold Standard takes you on an exclusive stint behind the scenes of The Ritz-Carlton Hotel Company. Granted unknown access to the company's directors, staff, and its award-winning Leadership Center training installations, bestselling author Joseph Michelli explored every position of leadership within the association.
He surfaced with the crucial principles leaders at any company can use to give a client experience unlike any other, similar as understanding the ever-evolving requirements of customers, empowering workers by treating them with the utmost respect, anticipating guest's unvoiced needs and concerns, developing and conducting an unequaled training regimen, sharing engaging stories from the company's workers-- from the commercial office and hospices around the globe.
In The New Gold Standard, Joseph A. Michelli emphasizes the importance of exceptional customer service. He uses the Ritz-Carlton as an example, showing how their commitment to providing top-notch service has made them a leader in the hospitality industry. So, if you want to succeed in your business, you need to put your customers first.
Michelli also highlights the significance of creating a positive work environment. He believes that happy employees lead to happy customers. So, take a look at your workplace culture. Is it encouraging and supportive? If not, it might be time to make some changes.
The New Gold Standard explores the concept of empowerment. The author shows how the Ritz-Carlton empowers its employees, giving them the freedom to make decisions that benefit the customer. This approach not only improves customer satisfaction but also boosts employee morale.
The book encourages businesses to always strive for improvement. It's not enough to be good; you need to be better. This means constantly evaluating your performance and looking for ways to enhance it. Remember, there's always room for growth.
Lastly, Michelli talks about the importance of having a strong brand. He explains that a brand is more than just a logo or a tagline; it's a promise to your customers. And if you can deliver on that promise consistently, you'll earn their trust and loyalty. So, dig into your brand and see if it truly represents what you stand for.
