Page 222 - The New Gold Standard

PRINCIPLE 4: DELIVER WOW!
vehicle to help the stranded motorist. After breaking two tow
ropes, on the third try Ajith was able to free the motorist. The
motorist turned out to be Jason Brown, the publishing director
of ITP Publishing Group, a company that produces over 60
magazines, including Harper’s Bazaar, TimeOut, and Grazia
Middle East. Brown offered to give Ajith a tip for his service, and
Ajith politely declined, informing him that at Ritz-Carlton
“everyone is treated as a guest—both in and out of the hotel.”
Rather than receiving the wrath of a boss who might have chal-
lenged his judgment, Ajith was held up as an example of Wow
service.
Similarly, a letter was received in the corporate headquarters
that became a Wow story at the worldwide lineup. The letter
read, “Two weeks ago, I went to Georgetown University Hospi-
tal in Washington, D.C., for breast cancer surgery. As you can
imagine, it was a challenging day, but due to your company’s
generous and thoughtful donation to patients undergoing breast
surgery, I was greeted with a beautiful Ritz-Carlton robe to start
my day. The volunteer informed me that it was to help me feel as
if I was having a Spa Day at Ritz-Carlton. Although clearly I was
not, slipping on the luxurious robe took me mentally away to a
more wonderful place outside of the cares of the moment. I can’t
explain it, and I know that sounds so odd, but it offered me, and
I am sure all the other women there, the same psychological lift.
I was transformed! . . . I cannot do justice to how wonderful
this kind act of giving by Ritz-Carlton made me and my sister-
patients feel on the day of surgery. I just wanted to thank you
for your kindness and sensitivity to our psychological well-
being at an emotionally challenging time.”

C Sending the Message D
That Play Is Acceptable

In a company often thought of as staid and serious, Wow stories
also serve to show that playful and creative service are celebrated

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