 | | Plan for Failure The following is from "Customer Love: Great Stories About Great Service" by Mac Anderson - The Ritz-Carlton Hotel Company is the only two-time recipient of the prestigious Malcolm Baldridge Quality Award in the service category. One of the big keys to their success is that they "plan for failure." For example, they documented and planned for 970 potential problem instances during interactions with overnight guests and 1,071 such instances with event planners. But here is where the Ritz-Carlton is different from any other hotel, or company, that I know: Every day at every Ritz-Carlton, employees from every department worldwide gather for a 15-minute meeting called "the lineup," where they review guest experiences, resolve issues and discuss ways to improve service. The meetings revolve around the heroic performance of a Ritz-Carlton employee known as the "wow" story. Here's an example: Click here for today's message! |
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