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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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    Restaurant Customer Experience

    February 9th, 2017

    RESTAURANT CUSTOMER EXPERIENCE A family returned to dine at a chain restaurant that had recently changed its menu. The menu had fewer ...

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    Handling Employees’ Mistakes

    February 7th, 2017

    The Ritz-Carlton Perspective The best leaders teach employees to take ownership for their mistakes. Everyone makes mistakes, and everyone ...

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    Customer Service Furniture Retailer

    February 2nd, 2017

    CUSTOMER SERVICE FURNITURE RETAILER A gentleman ordered furniture at his hometown store before he moved out-of-state. The furniture ...

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    Role-Modeling Leadership

    January 31st, 2017

    The Ritz-Carlton Perspective Leaders set the tone. When leaders are grumpy and disengaged, how can they expect their employees not to be ...

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    Patient Experience Ob-Gyn

    January 26th, 2017

    PATIENT EXPERIENCE OB-GYN Early in her pregnancy, a woman visited an ob-gyn recommended by her primary care physician. The ob-gyn was ...

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