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“I aint no-one no more” Georgie, graduate 2005
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What we believe at Fifteen
Customer first
Product with a purpose
Everyone has huge potential
Your past need not define your future
Make it fun or go home
.
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>come at it with an open mind
>come at it with something on your mind
>focus on structures and principles
>sometimes just nick it!
How to use external stimulus
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How do leaders
create great cultures
which sustain world class customer service?
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1. They know it comes from the top and they mean it
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Don’t drive a Mercedes
Don’t wear an Armani suit
Eat in the canteen
Fly economy
Share Hotel Rooms!
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2. They have a clear and compelling sense of purpose
“I want to put a ding in the universe”
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“I was told ‘people are not credit worthy’ .I said ‘no, the banks are not people worthy’.
We will put poverty in the museums.”
Professor Muhammad Yunus
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“To provide freedom to fly for ordinary Americans”
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“Marketing is the tax you pay for being unremarkable”
Robert Stephens CEO
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3. Leaders are aligned and invest time and energy embedding structures to underpin the culture
And they don’t bullshit
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21
The Line Up
• Each hotel has a General Manager
• The Line-up
• One key event every day in every Ritz Carlton hotel:
– The line up takes place for each new shift
• All functions are represented
• Formal briefing for the ‘ladies and gentlemen’ – it is not negotiable
• Started in 1997 – focus on a service value each day
• Look for opportunities to improve
• Highlight an expression of satisfaction
• Line-up designed to ‘enforce’ consistency and help generate a Ritz Carlton experience
“Culture is not part of the game. Culture is the game.”
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22
CREDO
The Ritz-Carlton is a place where the genuine careand comfort of our guests is our highest mission.
We pledge to provide the finestpersonal service and facilitiesfor our guests who will alwaysenjoy a warm, relaxed, yetRefined ambience.
The Ritz-Carlton experienceenlivens the senses, instilswell-being, and fulfils eventhe unexpected wishesand needs of our guests.
THREE STEPS OF SERVICE
1.A warm and sincere greeting.Use the guest’s name.
2.Anticipation and fulfilmentof each guest’s needs.
3.Fond farewell.Give a warm good-byeand use the guest’s name
MOTTO
“We are
Ladies and
Gentlemen
serving
Ladies and
Gentlemen.”
EMPLOYEEPROMISE
At The Ritz-Carlton, our Ladies and Gentlemen are themost important resource in ourservice commitment to our guests.
By applying the principles oftrust, honesty, respect, integrityand commitment, we nurtureand maximize talent to thebenefit of each individualand the company.
The Ritz-Carlton fosters a workenvironment where diversity isvalued, quality of life is enhanced, Individual aspirations are fulfilled,and The Ritz-Carlton MystiqueIs strengthened.
1. I build strong relationships and create Ritz-Carlton guests for life.2. I am always responsive to the expressed and unexpressed
wishes and needs of our guests.3. I am empowered to create
unique, memorable and personalexperiences for our guests.
4. I understand my role in achievingthe Key Success Factors, embracingcommunity Footprints and creating The Ritz-Carlton Mystique.
5. I continuously seek opportunitiesto innovate and improve The Ritz Carlton experience.
6. I own and immediately resolveguest problems.
7. I create a work environment ofteamwork and lateral service sothat the needs of our guests andeach other are met.
8. I have the opportunity tocontinuously learn and grow.
9. I am involved in the planningof the work that affects me.
10. I am proud of my professionalappearance, language andbehaviour.
11. I protect the privacy andsecurity of our guests, my fellow employees and thecompany’s confidential information and assets.
12. I am responsible for uncompromisinglevels of cleanliness and creating a safe and accident-free environment.
SERVICE VALUES
I AM PROUD TO BERITZ-CARLTON
EMOTIONALENGAGEMENT
MYSTIQUE
FUNCTIONAL
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4. They get the basics right
“ Liam, I read in the Echo you want to transform Liverpool. You can’t get my wages right. Good luck with Liverpool” Stan Riley, upholsterer, 1999
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5. They recruit, incentivise and promote on culture fit
and people who don’t get it are removed
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We don’t want this crowd
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“I’d rather have a hole than an a**hole”
Dan Walker
former people head honcho at Apple
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6. They are great story tellers and work very hard at communicating
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THIS WATCH COSTS A LOTAND SHOWS THE TIME.
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THIS WATCH COSTS A LITTLEAND SHOWS THE SAME TIME.
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“If you are scared about letting your people use Twitter and Facebook then you have a culture problem not a social media problem”
Aaron Magness, marketing guru, Zappos
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7. They stay close to the frontline
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Galbraith’s Theorem:
Confidence in service quality is inversely proportional to distance from the customer
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> Adopt A Store
> Accompanied Shopping
>Air Traffic Control
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8. And a really thoughful use of physical environment
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