Have I given you anything yet for Christmas, or maybe to celebrate the New Year? Well, I have now. Consider this part of the Exkalibur Stimulus Package for 2010.
I don’t know about you but there are occasions … and they seem to be increasing in my case … when I feel a nap coming on … yes, during the business day, around 3:00 – 4:00 p.m. if you have to ask. Traditionally, there’s nothing we can do about it, hang in there, head for the coffee pot, slip out early, frog around on the web … something other than work. (more…)
By now, you know that the Sunday NY Times Corner Office series is oft-quoted here to highlight varying aspects of leadership that flow from Adam Bryant’s conversations with notable CEOs and business leaders.
... and, of course, who better to embody this powerful attribute than an orchestra conductor?Imagine listening like a conductor, appreciating every note and intonation ... recognizing that the bass section…
What would happen if we gave each of our employees up to $2,000 to invest in a customer’s experience on any particular occasion … not an annual stipend … but for any given situation?
Most of us are aware of the extraordinary attention to service that is the hallmark of luxury hotels … but few of us probably understand the extraordinary cultural commitment to training and service that is the bedrock of the incomparable Ritz Carlton chain.
The Ritz Carlton grants every staff member a stipend of up to $2,000 to satisfy any single guest … not per year but per occasion … without any approval or conditions. Imagine empowering our employees in that manner … and showing them our immense trust in their ability to make sound decisions while validating our unwavering commitment to our customers?
BTW, in the Ritz Carlton arrangement, there is no implication that there is a problem … just a desire to create an overwhelming customer experience. Another tactic that the Ritz Carlton uses may seem familiar to many as the “daily huddle”, (more…)
Many of you reading these pages have heard my refrain that "Incentives are the cornerstone of life", a mantra preached by Steven Levitt & Co. in their landmark book, Freakonomics.…
Have I given you anything yet for Christmas, or maybe to celebrate the New Year? Well, I have now. Consider this part of the Exkalibur Stimulus Package for 2010.
