How does it make you feel to have nice things said about you?
Horst Schulzer is
the CEO for the Ritz-Carlton Hotel Company.
"He has an uncompromising respect for people, borne out of his
love for God. Horst honors a basic
principle: providing respect and dignity
for every human being. “We are ladies
and gentlemen serving ladies and gentlemen,” is the motto for The
Ritz-Carlton. Horst explains, “When
making decisions, I ask myself: Is it
good for all concerned-God, the organization, the employees, the customers, and
vendors? If yes, then drive it forward
relentlessly.” The key to Horst’s
success lies in how he weaves principles and values, including respect, caring,
trust, fairness, and teamwork, into the fabric of his organization. These values and principles have become the
foundation for Ritz-Carlton’s success." From the book, God is my CEO.
The Concepts of Make Their Day
A) What is Make Their Day?
1) Respecting the
people around you.
2) Being honest
with co-workers and customers.
3) Caring about
customer needs and the needs of your employees.
B) Benefits of Make Their Day
1) It good for
business.
2) Serving
customer well will give you satisfaction.
3) We focus our
attention on the positive and not on the problems we face.
4) It is healthy,
we feel good, and unleash even more positive energy.
5) Customers will
want to shop with you more.
C) Way to Make Their Day
1) Treat customers
like you would treat a friend.
2) Work by The Golden Rule
3) Take an
interest in the lives of your co-workers.
Care about their needs.
4) Praise each
other and have awards for a job well done.
5) Focus on the
person in front of you and not on what is around you.
We look for as many ways as
we can to create great memories. And we
create great memories whenever we make someone’s day. The playful way we do our work allows us to
find creative ways to engage our customers.
That’s the key word: engage. We try not to stand apart from our customers
but to find ways to respectfully include them in our fun. Respectfully.
When we are successful, it makes their day.
Great companies put the needs of customers first and treats employees with respect.
