What can you learn from Ritz-Carlton’s culture?

I’m often asked about where and when I first got the idea for the Fundamentals and the system of creating weekly rituals to reinforce them. There’s a lot to be learned from that story, which goes back to 2002, so I thought I’d briefly share it with you here. In my never-ending search for ways to deliver amazing service experiences, I once took the entire staff of my former company, RSI, to the Ritz-Carlton in Philadelphia for a day of brainstorming. Since the Ritz was always known for extraordinary service, I figured they must have systems and processes that enable …

Do you have a culture plan?

When I’m with groups of CEOs, I’ll often ask them why they think culture is important. It doesn’t take long for them to rattle off all the ways in which culture affects their people’s performance. They’ll tell me that the culture influences how their employees deal with customers, the quality of their work, the degree of innovation, the amount of teamwork, and lots more. Then I take them through a series of questions that yields a fascinating result. It goes something like this: Me: “Given everything you’ve just told me, on a scale of 1 to 5 (5 being the …