The New Gold Standard

Natalie

Inspiring stories of great service. Loved most of the anecdotes.

Brandon Key

Read all but last few pages of 4 chapter and chapter 5. Examples drone on and on. Book could've been much shorter. Great advice, but muddled in too many examples

Daniel Thomas

The New Gold Standard is an excellent book. The principles outlined in this book are very transferable to businesses, NGO's & churches.

Anthony

I work in hospitality industry and had a chance to talk to people from Ritz Carlton, including one General Manager.After reading this book, as well as book by Bill Marriott I fell in love with the business. It is such a well-organized system. I would like to point out several ideas:The importance of listeningContinuous improvement- borrow ideas from other industriesThe role of a leader is to support. Treat employees as you treat guests, if not better

Create a clear mission statement and credo. Co

I work in hospitality industry and had a chance to talk to people from Ritz Carlton, including one General Manager.After reading this book, as well as book by Bill Marriott I fell in love with the business. It is such a well-organized system. I would like to point out several ideas:The importance of listeningContinuous improvement- borrow ideas from other industriesThe role of a leader is to support. Treat employees as you treat guests, if not betterCreate a clear mission statement and credo. Continuously praise desired behavior through daily briefings. Tell stories were employees went an extra mile to deliver that superior serviceCreate a training program and certify everyone to perform in his her position- this gives both confidence to employees as well as pride in what they do. It also helps when it comes to disputes. A well-defined job scope makes it easier to evaluate performanceThe main job of a manager is to choose people with the right attitude and skills, train them, show clear direction (what you want them to do, how their performance will be evaluated, explain and reinforce credo), praise for good work and give immediate feedback when things go wrongEmpower employees. Give them opportunity to make their own decisions. This creates trustThe most important element in the business is trust

There are many more lessons learnt from this book. It is an excellent resource for anyone whose work relies heavily on interpersonal relationships.

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John

I was pleasantly surprised by this book. Though I am not naturally inclined to read business books, I found that this one to be accessable and to flow well throughout the book. While most business books I have read spend too much time talking about mission statements and vision statements and other corp-speak that sounds good on paper, but rarely makes it into practice, this book showed how the ladies and gentlemen of Ritz Carlton make it happen on a day to day basis.

The real difference for that

I was pleasantly surprised by this book. Though I am not naturally inclined to read business books, I found that this one to be accessable and to flow well throughout the book. While most business books I have read spend too much time talking about mission statements and vision statements and other corp-speak that sounds good on paper, but rarely makes it into practice, this book showed how the ladies and gentlemen of Ritz Carlton make it happen on a day to day basis.The real difference for that organization is that the "Gold Standard" is not the new flavor of the month, but rather an imbedded ideology. It seems to me that the main way that this happens is through the empowerment of the employees to act in a way that is best for their customers, which in turn builds self-reliance, faster resolution of issues and all-around better service.The other key indicator is that the push is not from the top-down, but permiates the institution. Top-down edicts rarely work because you need numbers and the buy-in of the employees to build an ideology, not the mandates of those in charge.

In many ways this book shows what I have always thought about leadership. Show people where they should go and then let them find their own way there. If they get stuck, a nudge along the way will help, but carrying them there will not achieve the character-building necessary to get them to the next step.

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An inside look at the Ritz-Carlton

Even if you’ve never stayed at a luxurious Ritz-Carlton hotel, you are likely to know of the hospitality chain’s sterling reputation. Few companies enjoy such powerful brand recognition; after all, the word “ritzy” has become part of the English vocabulary. Incredibly, no one ever wrote a corporate biography about The Ritz-Carlton, and its secrets of success and service, until Joseph A. Michelli took on this project. He details the five principles Ritz-Carlton e

An inside look at the Ritz-Carlton

Even if you’ve never stayed at a luxurious Ritz-Carlton hotel, you are likely to know of the hospitality chain’s sterling reputation. Few companies enjoy such powerful brand recognition; after all, the word “ritzy” has become part of the English vocabulary. Incredibly, no one ever wrote a corporate biography about The Ritz-Carlton, and its secrets of success and service, until Joseph A. Michelli took on this project. He details the five principles Ritz-Carlton employees follow to create a memorable, or “wow,” customer experience. He shows how the company’s leaders teach the “Ladies and Gentlemen” on its staff to live its mission and precepts. Michelli uses quotes and examples to illustrate every point

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(and is still supporting his position long after the reader’s neck is sore from nodding in agreement). Yes, it really is all that. getAbstract believes this book offers any businessperson a valuable case study in excellence and service.

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Josh Franklin

After reading this book, I will definitely try out a night at a Ritz Carleton hotel..... when and if i have the money...

But I will also take many of the lessons from the success of the Ritz-Carlton Hotels with me into my life as a rabbi. Michelli does a great job of weaving in narratives and principles of the RC's success. He creates a vivid portrait of the Ritz Carleton experience from top to bottom. This book is for anyone who wants to learn how to expand the way that they think about custome

After reading this book, I will definitely try out a night at a Ritz Carleton hotel..... when and if i have the money...

But I will also take many of the lessons from the success of the Ritz-Carlton Hotels with me into my life as a rabbi. Michelli does a great job of weaving in narratives and principles of the RC's success. He creates a vivid portrait of the Ritz Carleton experience from top to bottom. This book is for anyone who wants to learn how to expand the way that they think about customer service, hospitality, and business. The book is well written, and thought provoking. Definitely worth the read.

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Tommy Kiedis

Joseph A. Michelli provides the principles and practices that drive the exceptional customer service of the Ritz-Carlton brand.

Why I gave this book five stars: Michelli provides the behind-the-scenes look including the good and the bad of Ritz-Carlton. Principles are clear. Illustrations abound. Penetrating questions are asked. If one wants to enhance "customer experience" The New Gold Standards provides exceptional practical help without being overly prescriptive.

Rhonda Sue

Very good information on how to run a quality centered organization or excellence. I recently stayed at a Ritz Carlton and recall many of the employees saying "my pleasure." I enjoyed reading about how the Ritz fosters a culture of excellent customer service throughout their international hotels from bottom up. I hope to bring some of this knowledge to the organizations I"m involved with.

Keisha Kennedy

There are lots of great tid bits to be gathered from this book that I think if followed could help a company go from good to great! I'm very excited to implement some of the new gold standard into my business and for my employees!

Cameron

This was okay. There's a few good points in here, but if anyone wants to read it, I would recommend just skimming and reading only the sidebars. But ignore the biographical ones, just look for the ones with resources in them. Reading crappy books has put me in a foul mood.

Miro Nguyen

A detailed glance into the Ritz-Carlton world that can also be transformed into other business so that all can offer and be offered top-notch care and customer service. The world is truly a better place with Ritz-Carlton.

JENNIFER

Worth the read if you are in a client-facing enterprise and wish to set a standard for your client's experience. It was a little repetitive, as if the author was trying to cram in as many anecdotal survey results as possible.

MaryAnn

Interesting book on how Ritz maintains its incredible service.

Ron Mcintyre

Great insight but application to other industries is tough.

Leah Hortin

Good ideas, good culture, got a little repetitive.

Vincent Darlage

Good book on how to run an exemplary company. Good leadership principles. I liked that it also gave examples of where the company fell flat on its face.

Tracie

This was a really great book about an impressive company with an impressive customer service strategy. Highly recommend.

Jim

It's good, same message as other books of the genre.

Gretchen

Excellent lessons in training, management & culture for customer service environments. Easy read. My paper copy is marked up like crazy!

Elizabeth

Fantastic book! If you have customer or guest satisfaction as a goal in your career, this book will get you fired up and wanting to achieve a new level of excellent care for your guests! A+

Jonathan Larssen

There were a few thing I picked up but sadly it read like a 300 page promotional pamphlet.

Eric Boyle

A must read for any hospitality professional, and even if you are in a customer service centric busienss .

Laurent

didn't like the book, too much name dropping

Samantha

A few good business tips - but mostly an extended ad for how great Ritz Carlton is, and how you should spend the big bucks to attend their Leadership Center for your business.

Des

This is a great book to read to understand how to provide a better customer experience and become a more effective manager.

John

Although I do like this book, I've had to return the copy I was borrowing and haven't had time to look for it at the library. Hope to finish it in the near future.

Yun CollinsMichael ConwayAlexis Gerome


Category: Review

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