Page 276 - The New Gold Standard

Conclusion:
A Lasting Impression

Achievement is largely the product of steadily raising
one’s levels of aspiration and expectation.
JACK NICKLAUS

Knowledge alone is not power. Power comes
only when knowledge is transferred through
|action. So what are the action steps you will
take to set the bar for world-class excellence and quality
in your industry? The first ingredient of the success of
Ritz-Carlton is already present in you. Ritz-Carlton
leadership is constantly seeking out businesses to bench-
mark, just as you have chosen to take the time to study
them. Ritz-Carlton leadership has, in essence, produced
a company of inquiry—one that is always looking for
the best metrics to ensure that their employees find their
work meaningful, that their customers are engaged, and
that their business continues to stay relevant as they as-
pire to fulfill the lasting needs of all those they serve.
A process of inquiry is essential to excellence. Ser-
vice in the Ritz-Carlton culture is little more than de-
livering a product the customer wants without defects,
delivering the product when and how the customer

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