In the early 1900’s, the Ritz Carlton group had many hotels scattered throughout the United States; Boston, Philadelphia, Pittsburgh, Atlantic City and Boca Raton. However, by 1940 only the property in Boston remained.
The reasons for the Boston Property’s survival are the same reasons it became the standard for all other Ritz Carlton properties that followed. It revolutionized hospitality in America by creating luxury in a hotel setting: It placed customer satisfaction as the highest order. Systems were aligned and Amenities purchased that afforded guests the highest level of satisfaction in their hotel experience. Once that service was perfected, other properties followed. Each holding to the standards that the Boston property had modeled.
From one leader to another, let me ask you… Is there a deep standard of excellence in your organization? Are your Guiding Principles centered around the customer or the organization and her employees? Is your commitment to excellence genuine or is it a general rule?
You do not become the best you can be organizationally without high standards for excellence. Furthermore, those standards must be non-negotiable. The Ritz Carlton has an impeccable reputation and it is because it’s standard for excellence does not waver.
Consider this one profound question?
What is said of your organization after one first encounters it?
Answering that question accurately can bring transformation to your organization.