Give your employees $2,000 to spend!

leadership-pinnacle 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.

In an insightful interview with the Ritz Carlton CEO, Simon Cooper, many of these powerful programs are discussed.

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…)

Continue ReadingGive your employees $2,000 to spend!

Vol. 50- Why punt? Go for it on 4th Down!

The North Bay Business Journal, a publication of the New York Times, is a weekly business newspaper which covers the North Bay area of San Francisco – from the Golden Gate bridge north, including the Wine Country of Sonoma and Napa counties.

This page provides the Print-Friendly Version of the article, as published.

Any related materials or articles referenced in the column, or otherwise applicable, will also be referenced below:

The electronic version of the article, as published, may be found here.

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Article published -October 5, 2009larykirchenbauerhdr

 

Building a Business: Do you punt on fourth down because you always do?

Sure it’s normal, but what’s normal about his economy?

Two roads diverged in a wood, and I … I took the one less traveled by, and that has made all the difference.”

– Robert Frost

Several years ago when my father was in his final days, his bonhomie in full bloom, I sat in the room while the doctors administered a few basic tests to assess his cognition.

“What country do you live in,” they asked and Dad answered correctly.

“What city do you live in,” they asked. Dad answered “Grand Rapids,” correct again.

“What state do you live in,” they continued. Dad, ever alert, laughed and responded … “Discombobulation.”

I think my father would agree that the “state of discombobulation” is still a pretty good word choice today. So, maybe it’s also a good time for some fresh thinking … to shake things up, tip them upside down, to innovate … in other words, take a few calculated risks to see if we can generate some new ideas.

I read recently about Kevin Kelly, a high school football coach in Arkansas, who has developed a few football rules that most of us would find ludicrous, to wit:

1. His team hasn’t punted since 2007, when it did so as a sportsmanlike gesture in a very one-sided game.

2. They don’t kick field goals. (more…)

Continue ReadingVol. 50- Why punt? Go for it on 4th Down!