If you’ve never experienced at night at the Ritz-Carlton, then you’re missing out on some of the greatest customer service available on the planet. That’s why I’m so glad that Joseph Michell wrote “The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company”. The book was incredibly thorough and tells the story of the Ritz-Carlton not just for the sake of telling a good story, but to paint the picture of their commitment to serve those that are staying at their hotel.
I was blown away by the commitment to the common vision of the Ritz by each employee, the training they give each employee, and the dedication each staff member gives for this vision.
I was challenged personally by the book and asked myself if I am as committed to the vision God has given me as they as to the vision the CEO of the Ritz has handed down to them.
If you’re a Pastor or serve in an area of first impressions, hospitality, or assimilation, then pick this book up and devour it! You’ll be glad you did.