It’s not rocket science. Although from the way some companies treat their employees, you might think it is. I recently came across this blog posting on Fast Company titled, What Happens When You Really Meet People’s Needs . The author tells of his experience at the Ritz Carlton, which is known throughout the world for the level of service they provide their guests. This is one organization that has figured out the key to creating a workplace where both employees and guests feel special.
Here’s what I hope you will take away from this posting: How well you meet the needs of your employees is how well they’ll ultimately meet the needs of your customers.
Now before you go saying that turnover is just a fact of life in your industry, know this. The hospitality industry has always had very high turnover. But not at the Ritz Carlton. They have the lowest turnover in the industry. They work on this everyday. Why? Because happy employees equal happy guests and it’s hard to be happy when you are training a new person every day instead of focusing on doing your own job well.
The Ritz Carlton also does not “hire” employees like other companies do. They “select” team members. Perhaps your organization should consider doing the same so you can spend more time focusing on service, rather than training new hires.
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