Do you have Gold Standards for your work behavior and performance?
A few months ago, several of us celebrated Shannon Rowe McCorison’s birthday with dinner at Elway’s at the Ritz-Carlton in downtown Denver. Shannon had worked with the staff there because of a ProLogis event she had managed, and wanted to go when she and Casey could relax and enjoy the time.
The Ritz-Carlton was formerly an Embassy Suites and I wanted to see how the renovations looked. I also wanted to see if this Ritz-Carlton was living up to the Ritz-Carlton service standards that have created an unrivaled reputation among hotel chains. And, I wanted to try out the steaks at Elway’s, a John Elway owned steakhouse/restaurant. There is another one in Cherry Creek. However, since this one is in the Ritz-Carlton, the Ritz-Carlton Gold Standard applies for the dining experience. Reviews have been great for the restaurant as well as the hotel.
This isn’t a food review–although the food was excellent. The important thing to me was seeing the evidence of Ritz-Carlton service, as exemplified by:
•Damian Jenkins, General Manager (highly professional and warmly charming!)
Jens, our lead server,
Lee, another server.
Michael Casey–the outstanding sommelier, who was not present but who sent champagne for a birthday toast,
Tim, the sommelier who helped us with wine choices during the dinner,
The dozen or so helpful staff members of the hotel and the restaurant, whose names I don’t know. They opened doors, greeted us warmly, and generally made us–and the hundred or so other people who were in the entrance, lobby, gift shop and restaurant areas–feel like honored guests.
Every time I have been in a Ritz-Carlton I have been impressed. The Ritz-Carlton in downtown Denver certainly fulfilled the Gold Standards that night.
I’m going to cut and paste what the Ritz-Carlton website says about their Gold Standards, so you can have a template of sorts for creating similar standards for your personal work.
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Our Gold Standards are the foundation of the Ritz-Carlton Hotel Company, L.L.C. They encompass the values and philosophy by which we operate and include:
The Credo
The Motto
The Three Steps of Service
Service Values
The 6th Diamond
The Employee Promise
The Credo
The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.
Motto
At The Ritz-Carlton Hotel Company, L.L.C., “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members.
Three Steps Of Service
- A warm and sincere greeting. Use the guest’s name.
- Anticipation and fulfillment of each guest’s needs.
- Fond farewell. Give a warm good-bye and use the guest’s name.
Service Values: I Am Proud To Be Ritz-Carlton
- I build strong relationships and create Ritz-Carlton guests for life.
- I am always responsive to the expressed and unexpressed wishes and needs of our guests.
- I am empowered to create unique, memorable and personal experiences for our guests.
- I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
- I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
- I own and immediately resolve guest problems.
- I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
- I have the opportunity to continuously learn and grow.
- I am involved in the planning of the work that affects me.
- I am proud of my professional appearance, language and behavior.
- I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.
- I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.
The 6th Diamond
Mystique
Emotional Engagement
Functional
The Employee Promise
At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.
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Wouldn’t we be impressive if we had Gold Standards of this magnitude–and lived up to them? Consider what your credo and motto would be. What would be your steps to service? What would make you worthy of the 6th diamond in your behavior, work performance and group contributions? Make your name one of those–like the Ritz-Carlton–which says it all when someone is talking about excellence.
January 25th, 2009
Posted by
TLR |
Food, Fitness, Fun, Life and Work, Personal and Professional Development, Service to Customers, Clients and Coworkers |
4 comments
At least every eight years Americans have the opportunity to hear an inaugural speech from a new President. Historically some of those have been more memorable than others–but actually you could probably cut and paste from every presidential speech over time and no one would know the difference.
“Not only this government but each of us as American citizens, must accept responsibility for our common success and for our success as individuals, businessess, organizations, and as a country. We cannot expect more service, loyalty, honesty, commitment and valor from government and public sector officials and employees, military commanders and soldiers, and leaders and employees of trade and industry, than we are prepared to give as individuals among our own constituents.”
That’s a good quote, isn’t it? Do you know who said it?
Actually, I did. Just now. But it sounds like something in incoming president would say, doesn’t it?
Here is the point (and you know I will have one!): People who move into new positions of authority, who are new employees or who transfer to a new assignment, are expected to graciously say hello to everyone with whom they will be working. There is no rule about it and someone might tell you it is not necessary–but it is.
As a new employee: Your inaugural speech as a new employee can start with a hello.
“Hi there! I’ve seen you around this morning as I’ve been getting settled in, but I haven’t had a chance to say hello. I guess you know my name–Fred Haggett–and I know you’re Karen, right?”
That starts things out just fine. Then you can give your speech:
“Well, I just wanted to say hello and let you know that I’m glad to be here and I’m looking forward to working with you.”
You could say more, but that’s all that is necessary. If you say it with a sincere smile and do not ruin it by bad-mouthing your last workplace or getting involved with gossip the coworker might start, you’ll do fine.
Make sure you ask for a brief meeting with your immediate supervisor as well, and let him or her know you want to be an effective and successful employee and will contribute fully to the group. Find out what your supervisor or manager considers to be good work for you, and commit to accomplishing it. You may receive a first-day lecture from your supervisor. Assume that he or she may be as nervous about meeting a new employee as you are about meeting a new supervisor!
Transfering into a new assignment: When you transfer into a new assignment within the same organization, you may already know some of the people–which means they either know you or have heard about you. This is your chance to rebuild your reputation or strengthen it, according to your situation. A greeting to each employee is still a good idea. Say hello, avoid getting involved with ongoing feuds or complaints, and talk positively about your former assignment and your plans to enjoy the new one.
Moderation in all things applies here. Smile, get started with work right away, and appropriately defer to those with tenure or status, while you gain tenure and status of your own. Communicate with your new supervisor or manager and focus on your role and how you can fulfill it.
You have become the new supervisor or manager: Whether or not you have been in the role before, there is an expectation of effectiveness from the very beginning that can start with your “I’m new here” speech. When I use the term speech, I don’t mean a formal presentation from a podium. However, you and others will regret it if you do not put some effort into developing a more formal greeting to supplement the informal chats with the people in your section or team.
This topic requires another article, so I will provide that in a few days! However, for now consider these key points: 1.) It really is true that you only have one chance to make a good first and lasting impression. 2.) There are cultural and organizational expectations about the formal greeting. You should follow those, no matter how innovative you want to be–or how much you would rather not say anything at all. 3.) You do not have to be eloquent or speak for very long to accomplish your inaugural presentation. However, you should make one and it should establish a foundation for the future.
The bottom line: You have probably read or heard my thought that every day is an assessment center or a promotional process and every day is a job interview. Every day is also an inaugural for you with someone else. Pay attention to how people you have not met before–or have not seen for awhile–make themselves known to you. Some will be much more effective than others. Then, make sure you are as effective as possible when it is your turn.
January 20th, 2009
Posted by
TLR |
Life and Work |
5 comments
“It’s easer to just let her have her way than to get her upset and have to deal with the fall-out.”
“If we say anything about it, he’ll sulk for days. It’s just not worth it. ”
“I start every day figuring out what kind of mood she’s in. Sometimes I have to figure it out hourly.”
“Sharon never complains about anything you ask, but Lisa makes life miserable for everyone. So, I give most work to Sharon, then commend her afterwards. That’s good–right?”
Those comments might sound familiar if you work with or supervise someone who is notoriously difficult to deal with. You catch yourself tip-toeing around them, couching every request in elaborately non-offensive language, and generally adjusting many things to keep them happy.
The big question is, “Why are you doing that?” The second question is, “Why should a dozen pleasant employees have to adjust to one or two unpleasant ones?”
The answer for most people is, quite frankly, lack of courage. Pleasant people don’t make you explain, look at you angrily or require you to take a stand about behavior or performance. Unpleasant people require you to be more assertive and stand up for yourself and others, and for many that is not comfortable. But caving in or avoiding isn’t comfortable either and usually results in weeks, months and even years of catering to someone who has done nothing to deserve it.
Pick up a book on parenting sometime–or recall the advice you have given the parents of spoiled, bratty, selfish children–and you will be more effective in dealing with the adult version at work. I jotted down three tips from an article on parenting awhile back. I think they are perfect for many workplaces!
1. Assume your child will cooperate, rather than hesitantly or apologetically asking for a task to be done. The tone of doubt in your voice gives your child reason to believe you will back-off if he or she protests. As a parent you provide at least part of the structure for your child’s time. The more that becomes a matter of fact instead of negotiable, the easier it will be for both you and your child.
2. Every time you do a task for a child because the child becomes angry, cries or suddenly feels sick and can’t do it, you have trained the child as surely as if you purposely taught that technique.
3. Do not require or allow siblings to rescue the child who does not want to do a chore or cooperate with others. It sends the message that the habitually uncooperative child is special but other family members are not. A petulant child can soon become the center of everyone’s efforts to keep him or her happy.
Can you see some application of that parenting advice? I can! With one difference: Even though our children essentially receive a salary and benefits, I doubt they would understand the corelation! By comparison, most employees understand they are paid in exchange for correct work and appropriate behavior. I doubt that your troublesome employee would have acted that way at his or her interview for the job!
The next time you’re tempted to tip toe around an employee to avoid making him or her upset, or you dread talking to an employee about something you know will get an unpleasant reaction, think about parenting advice and do what you need to do without apology. You may have to deal with a temper tantrum, but at least then you will have something specific to correct–and you will be in charge.
Don’t provide a pacifier to an adult, even one more day. Everyone else will respect you more and eventually even the challenging employee will be more calm. (Or maybe he or she will run away and live in some other organization!)
January 14th, 2009
Posted by
TLR |
Supervision and Management |
15 comments
Everything about Old Offices and Office Equipment
I am always fascinated by historic photos and by stories about the development of everyday objects. I also am very interested in photos that feature people in business settings in the early to mid-twentieth century. Thus, I was thrilled to find several websites that provide tremendously interesting photos and historic tidbits. I’ll list them and let you look for yourself. Each opens in a new window, so you can come back here.
1. The Office Museum is a great resource for photos of old offices and office machines. I can browse there for hours. Put these links in your favorites so you can check them out when you have more time.
2. Another interesting site involves a collection by Prof. Christian-M. Hamann, Ph.D., whose doctorate is in Engineering. His tremendously interesting site is devoted just to antique adding machines and slide rules. I wrote to Dr. Hamann and he graciously responded to give me persmission to put a link here. Check it out, and be grateful for the calculator on your phone or PDA! Also be grateful for people like Dr. Hamann who make photos of these remarkable antique items available to the rest of us.
3. Chuck and Rich’s Typewriter Museum is also interesting. This site has several photos of office staff. I wondered about the individuals who were photographed and what life was like for them.
Alright, that will get you started! I am very grateful for my computer, keyboard, mouse, solar calculator and everything else that makes work easier. One day someone will display holographic images of our computers, printers and phones, and some little furturistic twirp will laugh at how antiquated the items appear. (And, the same little twirp will make fun of your clothes and hair style.) Take a photo of you in your office and make sure your family saves it–you might be in a virtual museum one day!
January 7th, 2009
Posted by
TLR |
Life and Work |
5 comments
