The at The Ritz-Carlton has made an art out of engaging staffers. As a result, the company has a highly satisfied work force that spreads the mood to its customers.
Two of its techniques:
- Share “wow stories” during staff meetings. Every day, employees in each department gather for 15 minutes to share tales of employee heroics. For example, one hotel chef in Bali found special eggs and milk in a small grocery store in another country for a guest with food allergies and had them flown to the hotel.
The tactic (a) reinforces company values and (b) gives employees “local fame” in front of their peers.
- Ask, and then listen. At a housekeeping meeting, as employees debated the benefits of cleaning products, the supervisor listened as if it were the most important discussion in the world. He showed interest by nodding and asking questions. If something is important to his team, it is important to him.
And his team notices.
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