How many people have the authority to spend $2,000 on a customer because it will enhance their experience? How many companies do daily huddle meetings to get everyone in the company on the same page? The Ritz-Carlton does both of these things and reaps many benefits to the bottom line from this way of working with the customer.
Forbes has an article on their website listing many of the special things the Ritz-Carlton does and it is well worth the read. Any company with interaction with the customer can benefit from the Ritz way of thinking.
The C.E.O. of the hotel chain said the key to there success is living on a daily basis the core values of the company. At Hopkins, our core values are built around trust, integrity and truth. We believe our growth and the success of our company and of our customers is a direct result of a continued focus on our core values.