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Let’s Also Foster Gratitude and Compassion

John's Perspective We talk a lot about creating productivity on our teams. But let's not forget about important qualities such ...

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  • The Power of Empowerment

    May 18th, 2018

    John's Perspective Empowerment will make your organization more efficient and customer-focused. Almost everyone familiar with ...

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    Increase Your Engagement With This Tip

    May 16th, 2018

    Some work enviroments are not very engaging. Some of us may feel at the mercy of our leaders or the larger organization, when it ...

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    Transform Customer Problems Into Opportunities

    May 11th, 2018

    Significant Stat 73% of customers repurchase if they are very satisfied by their problem resolution experience. Even in a ...

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    Job Candidates Are Also Customers

    May 9th, 2018

    John's Perspective Talent selection is about impressing both sides. Always ensure that all candidates think highly of your ...

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    Patient Experience: A New Doctor

    May 3rd, 2018

    A NEW DOCTOR, A NEW PATIENT EXPERIENCE A young woman moved to a new house, several miles from her old apartment. This move meant her ...

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    The Worst Apology I’ve Ever Heard

    April 30th, 2018

    John's Perspective Service recovery is a necessary part of conducting business. Invest in executing it properly and even in the ...

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    Making Work Meaningful

    February 28th, 2017

    The Ritz-Carlton Perspective How much time are you spending each week speaking to your employees about passion and the purpose of their ...

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    Customer Experience: Airlines

    February 23rd, 2017

    Customer Experience: Airlines A couple arrived at the airport for their flight, and the monitor indicated that their plane was on time. ...

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    Greeting Customers

    February 21st, 2017

    The Ritz-Carlton Perspective Peering at your computer or smartphone or having your back to the customer is not a warm welcome. It leaves a ...

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    Helping Employees with Problem Resolution

    February 14th, 2017

    The Ritz-Carlton Perspective Emotion should not be a part of problem resolution. Data is key. Ask employees for facts—not feelings. DOs ...

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