Blog

Ritz-Carlton Perspective

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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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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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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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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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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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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Building Customer Relationships

January 24th, 2017

The Ritz-Carlton Perspective Treat customers as if they will remain customers. Do not treat them as though this is the last time you will ...

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Giving Employee Feedback

January 17th, 2017

The Ritz-Carlton Perspective When your employees receive consistent feedback throughout the year, they will not be surprised or blindsided ...

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Professional Behavior

January 10th, 2017

The Ritz-Carlton Perspective Customers see employees as representatives of your company. Their manners, style and attitudes reflect on ...

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