Great Customer Service Doesn’t Cost -- it pays (Part 3)

Okay, one last quick post about The Ritz Carlton for awhile.

Once they hire for character, here are 3 things they do to ensure competence.

1. Every employee goes to a mandatory 2-day orientation before they spend any time on the job. The focus is culture and expectations. As well, this is when they teach core job skills and take care of issues such as timesheets, uniforms, pay cycles, etc.
2. Each new employee is teamed with another employee who has demonstrated a high level of performance who acts as a mentor/coach. This is huge, because it not only ensures that the new employee learns from a high performer who sets the standard by their actions -- but it also provides recognition for high performers. It is an honour to be chosen as a mentor/coach.
3. Hourly employees participate in 250 hours of learning each year. Salaried employees participate in 320 hours. Much of this is self-directed or online.
   

Shoot me an email if you would like a copy of their 1999 application for the Malcolm Baldridge National Quality Award - it’s great reading

Cheers!

Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.

As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.

For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/