- You’re only as good as your last meal!
- If you don’t do things right the first time, when will you get the chance to do it again?
- Practice Lateral Service – help others when in need! There is no room for a “this is not my job” attitude…
- The Three Steps of Service – apply to anything you do in life!Warm Welcome – look into people’s eyes; make them feel genuinely welcome…
- Anticipate Needs – give people what they want! If it’s legal, moral and ethical – do it!
- Fond Farewell – Thank people for their business – wish for their return!
- If you want Respect, Trust & Loyalty – never ask for it!!! You must give it first and it will come back to you!
- Perception is Reality!!!
- If you want to be the best at what you do…act like it and believe that you are the best…you will soon become the best!
- Mystique is the key to any success! Create mystique about yourself, your product, etc…people/customers must believe there is something different about your product…
- Working in the Service Industry – you don’t provide/sell a service – you’re in the business of creating experiences!
- Always apply the principle of Perceptive Resonance – give people what they ask for! If someone asks you what time it is…don’t tell them how to build a watch! Tell them what time it is!
- The best wine in the world is the one that you like!
- The definition of quality is two-fold:Give people what they want!
- Consistency – freedom from deficiencies.
- For example: some of my favorite restaurant chains in the world are McDonalds and Burger King…you always get what you expect! A Big Mac or Whopper with Cheese, will taste exactly the same in Secaucus, NJ as it will in Tokyo, Moscow or LA…Can Joel Robuchon or Daniel Bouloud do that?
- Give as much attention to your dishwasher as to the SVP of the company…you and the SVP are there because the Dishwasher is doing a great job! (applies to any line-staff role)
- Positional Power is insignificant to the Power of Now – Only you have power over yourself!
- Be in the present moment! Choose thoughts and actions that create the outcome that you desire!
- Mother Nature is right: Honey is a lot sweeter than Vinegar…
- Always render/provide more service than what you are paid for and you will soon be paid for more than what you render…
- Always follow the concept of: We are Ladies & Gentlemen Serving Ladies & Gentlemen…(a Ritz-Carlton trademark)
- There are only two things you can do: either you do it or you don’t!
