Page 300 - The New Gold Standard

Index

Gallup Q tool, 127–129 Howard, Debi, 183
Gencom Group, 140 Humler, Hervé, 29–30, 76
Gilbert, Charles J., 200 I
Gilbreath, William, 198
Inquiry process, 256–257
Gill, Becky, 235, 238
Interviews, hiring, 76–77
Gilman International Conservation,
It’s Not about You principle, 15
242, 243
Giuliani, Rudy, 251 J
Give Back Getaways, 250 James, William, 228
Global learning center, 213–216 J.D. Power, 137
Goggins, Bradley, 231 Job creation, 251–252
Gold Standards, 19–43 Johnson, William B., 6
the Credo, 23–26, 29 K
culture for, 21–22
Keller, Albert, 2, 5
The Motto, 26–30
Keller, Helen, 187
process of alignment to, 37–42
Kempis, Thomas, 19
the Three Steps of Service, 30–33
Key Success Factors, 96–97, 143–144
20 Basics for, 33–37
Kharazmi, Bob, 60, 84–85
Gordon, Jack, 214
Khatib, Saad, 195–197
Grenfell, Sir Wilfred T., 119
Kindness, small acts of, 196–197
Guests:
Kirby, Jennifer, 49
change in demographics of, 45–46,
Kolagbodi, Esezi, 88
138–139
engagement of, 97–98, 131–138 L
expectations of, 151–152 Ladies and Gentlemen:
privacy of information on, 176–177 celebrating hire-date anniversaries of,
relevance of information on, 257 91–92
tailoring experiences to needs of, empowerment of, 108–115, 260–261
172–175 engagement of, 89–90, 105–107,
Gullbrants, Brian, 11–12, 29, 53–54, 126–131
142, 152 financial authority of, 110–111
Gutierrez, Laura, 13–15 imprinting culture on, 79–82
maintaining vitality and engagement
of, 89–90
H management’s treatment of, 32, 33
Hartmann, Bjoern, 174 selection of, 73–79
Hassan, Adam, 77, 86–87 training, 85–89
Hawkins, John, 103–104 “Ladies and Gentlemen Serving Ladies
Hertz, Harry S., 8 and Gentlemen” (Horst Schulze),
Hillary, Sir Edmund, 61 27 (See also The Motto)
Himelstein, Bruce, 20, 48, 67–68, 244 Larsen, Jonathan, 222–224
Hines, Beatrice, 239 Leadership Center, 9, 216–222
Hire-date anniversaries, 91–92 Learning:
Hiring, 76 (See also Employee selection) culture of, 213
Holloway, Mandy, 82 training vs., 82–83
Honesty, 107–109 from Wow stories, 187–189

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