Page 279 - The New Gold Standard

Conclusion: A Lasting Impression
ries and in daily lineups that reinforce the culture by discussions
of values and purpose and by the sharing of examples of leg-
endary service. Just as Citibank in Singapore has relied on the
Ritz-Carlton Credo Card and lineup process as a springboard
to create cultural enhancement, so too can you consider ways to
take these Ritz-Carlton success generators and put them to work
for you. Specifically, you may wish to consider whether

1. Your mission statement has been condensed in a
manner like the Ritz-Carlton Credo that makes it clear
and actionable for everyone in the organization.
2. You seize all available opportunities for regular
conversations about the company’s mission and values.
3. You align your corporate values with the financial
objectives of your business and clearly show how
living the values results in business success.

4. You create an environment of positive corporate
storytelling that allows for people to see how they
can deliver Wow experiences.

5. You view business as a two-way relationship through
which leaders make and uphold promises to staff
members, in as much as staff members are expected to
live up to the expectations of leaders.

The degree to which your business addresses each of these
considerations on a day-to-day basis will be the degree to which
the culture of your workplace fosters an environment that allows
individuals to shine.

C Selection, Orientation, D
and Empowerment
To truly understand how Ritz-Carlton views the role of their
Ladies and Gentlemen in propelling the success of their busi-
ness, one need only hear the words of Horst Schulze: “We

259