Page 287 - The New Gold Standard

Notes
Chapter 5. It’s a Matter of Trust
94 “‘True leadership is a process of building a trust environment within
which leaders and followers feel free to participate toward accom-
plishment of mutually valued goals using agreed-upon processes’”:
Gilbert Fairholm, Leadership and the Culture of Trust (Praeger Pub-
lishers, an imprint of Greenwood Publishing Group, Westport,
Conn., 1994).
100 “According to Jim, staff members ‘place an increasing premium on
the amount and quality of development they receive when deciding
to remain in an organization. This is a key fact to remember given
how critical it is today to retain top talent’”: Jim Bolt, “How Real
Leaders Identify and Develop Talent: Part 2,” Fast Company, May
17, 2007.
103–104 “‘At a time when leadership books and seminars are flooding
the markets, our country finds itself with confused leadership expec-
tations. The countless number of leadership training resources now
available provides great opportunity for us to understand the essen-
tial components of long-term, effective leadership. And yet, our
newspapers and newscasts remind us daily not of our leaders’ effec-
tiveness but rather of their failures. It is important that we expect
leaders to be role models and to lead us in producing significant re-
sults. The standards and values that they live by set the bar for the
others in the organization’”: John Hawkins, “The Imperfect World
of Excellent Leaders,” Leadership Edge, Inc., www.leadershiplife
style.com, August 1999.
108 “‘What’s missing in business today is a commitment to honesty. It
seems that much of the time, the truth is inconvenient. Business
leaders buy into the notion that their team members should be shel-
tered from certain business issues. In fact, the most powerful teams
are led by leaders with a passion for getting to what’s true about
a person or a situation, and then acting upon it’”: Charrise
McCrorey, “Honest Leadership,” Emergence Business Coaching,
www.emergencebiz.com, January 3, 2008.

Chapter 6. Build a Business Focused on Others
137 “According to J.D. Power, ‘Ritz-Carlton ranks highest for a second
consecutive year. . . . Ritz-Carlton performs particularly well in six of
the eight factors: guest room, hotel facilities, staff, food and bever-
age, check-in/check-out, and hotel services”: J.D. Power Asia Pacific
Press Release, Tokyo, “J.D. Power Asia Pacific Reports: Associa Ho-
tels & Resorts, Dormy Inn, Richmond Hotels, Royal Park Hotels

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