Sunday, March 21, 2010

Competitive Rivalry and Competitive Dynamics

The Ritz-Carlton's 22,000 professionals are Ladies and Gentlemen serving Ladies and Gentlemen and over 85% of them are front-line associates who apply a simple but nonetheless fundamental approach to quality service; a warm and sincere greeting; using the customer's name if possible; a constant anticipation of the customer's needs; and a warm goodbye.

Against all odds, the company has broken the old vicious cycle of low salary and high turnover by wrapping all its processes-including recruiting and training-around its customers, by offering opportunities for professional development, and by encouraging personnel to advance within the organization.

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