Page 207 - The New Gold Standard

9

Turn Wow into Action

The world is moved along, not only by the
mighty shoves of its heroes, but also by the aggregate
of the tiny pushes of each honest worker.
HELEN KELLER

There are Wow moments happening in every
workplace. In some cases, they are the result of
|a service culture while in others they are sim-
ply the individual acts of high-performing staff mem-
bers. In many businesses, outstanding work is tracked
and recognized. Ritz-Carlton takes this one step further.
Leadership has designed ways for their “Wow stories”—
remarkable examples of extraordinary service exhibited
by their Ladies and Gentlemen—to be used to reinforce
existing service excellence and to propel future extraor-
dinary acts. In fact, Wow stories are one of the most im-
portant vehicles that the leadership at Ritz-Carlton uses
for communicating the values they see as critical to the
success of the company.
Previous chapters have shared the importance of the
daily act of lineup, where employees at all levels—from
cleaning staff to president—meet to hear updates about
the company and learn “Do You Know” trivia tidbits,
which are fun facts about the company or individual
hotels. A crucial component to this assembly is the

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