Forget Excellence -- Be Outstanding!
Gary Ryan BlairI've always been impressed with the Socratic Method of teaching by asking good,sound, leading questions that challenge the intellect, so here's one for you to ponder:
"How does one create and sustain outstanding performance?"
First and foremost, you must live and die by the spirit of this rule:
"If you are not committed to delivering results that are profound, dramatic and superior -NEVER COMPETE!"
Let's consider the ramifications of these 16 simple words. They remind me of somethingthat Steve Jobs of Apple once said.
"It's not enough to make your offer or performance great, it should be INSANELY great.Incremental improvements over your competition's offers, or even your own previous offers, don't cut it. You should shoot for TEN times better."
Being outstanding means redefining existing standards of performance, and challengingexisting paradigms of world best practices.The Ritz-Carlton epitomizes what it means to create and sustain outstandingperformance.The Ritz-Carlton is the first and only Hotel Company to win the coveted Malcolm BaldrigeNational Quality Award; in fact they are the first and only Service Company to win theaward twice.When you stay at the Ritz-Carlton, you get to experience and enjoy the finest serviceand facilities in the world. They have consciously developed a legacy, and a reputationfor outstanding service and innovation.The standards of service, dining and facilities set by the Ritz-Carlton serve as abenchmark for all hotels and resorts worldwide. In short, The Ritz-Carlton has set thestandards by which everyone else must compete.What follows are the Gold Standards, which serve as the foundational principals of theRitz-Carlton. These Gold Standards drive outstanding results. They encompass the valuesand philosophy by which they operate and include:* The Credo,* The Motto,* The Three Steps of Service,* The Basics,* The Employee Promise.
The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is ourhighest mission.