What if you could have all three? This article (warning, it’s from a conservative source) has a great summary of some of the things that make Ritz-Carlton a great luxury hotel chain.
And it makes that summary in the midst of an article about how the hotel’s cultural behaviors could transform a family’s culture for the better.
The hotel chain you and I respect really starts in earnest in the 1980s. A Waffle House franchiser bought the storied name and assembled a team in Atlanta to relaunch the brand. Thus began a new era in legendary hospitality.
And profit. The hotels really embody the Service-Profit Chain that I so often talk about with clients: Engaged employees are the ones who deliver customer experiences that drive loyalty–and thus profit.
Impacting your customers to be so loyal that they return to you and brag about you is great. But what about even longer-term impact? Something that impacts generations?
Horst Schulze–head of that Atlanta team–perhaps did think this way. You can hear him interviewed in an Andy Stanley podcast here.
Both links have plenty of food for thought as you think through how your team could improve employee engagement and customer experience. And your impact to the world around you.