At The Ritz-Carlton, we are always looking at continuous improvement and our 12 Service Values are essential to how we create memorable experiences for our guests and clients around the globe. Of note, these values are results-driven and comprised of sentiments that point to what the end outcome should look like. They give our talented […]
Our global Automotive and Transportation practice offers wide-reaching services designed to equip our clients with the tools and knowledge to deliver a world-class sales and service experience. The Ritz-Carlton Leadership Center services have benefited some of the largest dealership groups, public and private airlines, and global transportation companies in these areas: Dealership Service Model Design […]
How do you handle employee burnout or engage employees who have lost their passion? More than three quarters, or 76%, of employees are experiencing burnout symptoms while working from home, according to a recent study conducted by Spring Health. Despite that, fewer people are taking time off to re-charge, and in turn are working longer hours […]
Courage is the common trait in leaders who are considered visionary disruptors. Being a leader, unlike being a manager, requires a lot of characteristics and these are all magnified with today’s evolving work environments. Empathy, passion, accountability, and mindfulness are all important. Many leaders, even great ones, don’t all have the exact same set of […]
Return on Experience (ROX) through Customer Relationships 84% of organizations working to improve the Customer Experience (CX) report an increase in revenue. Explore our tips for building meaningful customer relationships across – each has the potential to improve your bottom line. DO Treat customers as if they will remain customers. DON’T treat them as though this […]
No one likes to be lost– literally or figuratively. When colleagues or customers are seeking directions, ensure what you provide actually shows the way. Two ladies dressed in golf attire approach the clubhouse near the edge of the course. Although they are dressed for the part, they are guests at the club and do not […]
Despite Social Distancing and Working from Home, Now More Than Ever You Should Be Focusing on Engagement with Your Co-workers and Employees. The CDC has recommended many essential precautions to address COVID-19 and as a result, social distancing and working from home are the new normal in many of our daily lives. As states and […]
Closed questions do nothing to connect with customers or patients because they lead to “yes” and “no” answers. Avoid “do you” and “are you?” questions. DOs and DON’Ts of Customer Engagement DO try to connect with your customers. By engaging with your customers, you can learn more about them and you can offer them more personalized […]
Workplace friendships at work may seem like a potential distraction to productivity, but research from Gallup points out that employees who find a best friend at work “are seven times as likely to be engaged in their jobs, are better at engaging customers, produce higher quality work, have higher well-being, and are less likely to get injured […]
Ladies and gentlemen of The Ritz-Carlton exercise discretion when expressing themselves. As a professional, it’s always important to choose your words carefully. Discretion is paramount when it comes to protecting our guests. This is particularly true when speaking about other people such as your colleagues and clients. By following these three simple guidelines, you can […]