5. “I aint no-one no more” Georgie, graduate 2005

7. What we believe at
Fifteen
Customer first
Product with a purpose
Everyone has huge
potential
Your past need not define
your future
Make it fun or go home
.

11. How to use external stimulus
>come at it with an open
mind
>come at it with something
on your mind
>focus on structures and
principles
>sometimes just nick it!

12. How do
leaders
create great
cultures
which sustain
world class
customer
service?

13. 1. They know it comes from the top and
they mean it

14. Don’t drive a M ercedes
Don’t wear an Armani suit
Eat in the canteen
Fly economy
Share Hotel Rooms!

15. 2. They have a clear and compelling
sense of purpose
“I want to put
a ding in the
universe”

17. “I was told ‘people are
not credit worthy’ .I said
‘no, the banks are not
people worthy’.
We will put
poverty in the
museums.”
Professor Muhammad
Yunus

18. “To provide freedom to
fly for ordinary
Americans”

19. “Marketing is the tax you pay for being
unremarkable”
Robert Stephens CEO

20. 3. Leaders are aligned and invest time and
energy embedding structures to underpin the
culture
And they don’t bullshit

21. • Each hotel has a General Manager
• The Line-up
The Line Up
• One key event every day in every Ritz Carlton
hotel:
– The line up takes place for each new shift
• All functions are represented
• Formal briefing for the ‘ladies and gentlemen’ – it
is not negotiable
“Culture is not part of
• Started in 1997 – focus on a service value each the game. Culture is
day
the game.”
• Look for opportunities to improve
• Highlight an expression of satisfaction
• Line-up designed to ‘enforce’ consistency and
help generate a Ritz Carlton experience
21

22. EMPLOYEE
CREDO
PROMISE
THREE STEPS MOTTO
OF SERVICE At The Ritz-Carlton, our
Ladies and Gentlemen are the
The Ritz-Carlton is a
most important resource in our
place where the genuine care
1. “We are service commitment to our guests.
and comfort of our guests is
A warm and sincere greeting.
our highest mission.
Use the guest’s name. Ladies and By applying the principles of
trust, honesty, respect, integrity
2. We pledge to provide the finest
and commitment, we nurture
Anticipation and fulfilment Gentlemen and maximize talent to the
personal service and facilities
for our guests who will always
of each guest’s needs. benefit of each individual
serving and the company.
enjoy a warm, relaxed, yet
3. Refined ambience.
Fond farewell. Ladies and The Ritz-Carlton fosters a work
The Ritz-Carlton experience
Give a warm good-bye environment where diversity is
enlivens the senses, instils
and use the guest’s name Gentlemen.” valued, quality of life is enhanced,
well-being, and fulfils even
Individual aspirations are fulfilled,
the unexpected wishes
and The Ritz-Carlton Mystique
and needs of our guests.
Is strengthened.
MYSTIQUE
4. I understand my role in achieving
the Key Success Factors, embracing
9. I am involved in the planning
community Footprints and creating
of the work that affects me.
SERVICE The Ritz-Carlton Mystique.
10. I am proud of my professional
5. I continuously seek opportunities
VALUES to innovate and improve
appearance, language and
behaviour.
The Ritz Carlton experience.
I AM PROUD TO BE 11. I protect the privacy and EMOTIONAL
6. I own and immediately resolve
security of our guests, my
1. I build RITZ-CARLTON
strong relationships and guest problems. ENGAGEMENT
fellow employees and the
create Ritz-Carlton guests 7. I create a work environment of
company’s confidential information
for life. teamwork and lateral service so
and assets.
2. I am always responsive to the that the needs of our guests and
12. I am responsible for uncompromising
expressed and unexpressed each other are met.
levels of cleanliness and creating
wishes and needs of our guests. 8. I have the opportunity to
a safe and accident-free environment.
3. I am empowered to create continuously learn and grow.
unique, memorable and personal
22
experiences for our guests.
FUNCTIONAL

23. 4. They get the basics right
“ Liam, I read in the Echo you
want to transform Liverpool.
You can’t get my wages right.
Good luck with Liverpool”
Stan Riley, upholsterer, 1999

24. 5. They recruit,
incentivise
and promote
on culture fit
and people who
don’t get it are
removed

29. We don’t want this
crowd

31. “I’d rather have a
hole than an
a**hole”
Dan Walker
former people head honcho
at Apple

32. 6. They are great
story tellers and work
very hard at
communicating

36. THIS WATCH COSTS A LOT
AND SHOWS THE TIME.

37. THIS WATCH COSTS A LITTLE
AND SHOWS THE SAME TIME.

52. “If you are scared about letting your people use
Twitter and Facebook then you have a culture
problem not a social media problem”
Aaron Magness, marketing guru, Zappos

54. 7. They stay close to
the frontline

55. Galbraith’s Theorem:
Confidence in service quality is
inversely proportional to
distance from the customer

56. > Adopt A Store
> Accompanied
Shopping
>Air Traffic Control

58. 8. And a really thoughful
use of physical
environment

64. Thanks
liam@thesamewavelength.com
@liamablack