Page 35 - The New Gold Standard

The Ritz-Carlton Experience
described to Laura the evening before her death. Laura continues
to keep in touch with Natalie’s parents. While many other com-
panies support members of their community, the Ritz-Carlton
culture of service routinely delivers caring such as that provided
to Natalie’s family.
From my perspective, the Ritz-Carlton experience is re-
flected in leadership committed to unrelenting quality, respect
for all that the company’s staff encounters, and, oddly enough,
also a great spirit of candor. As a result of this candor, I have
identified five core business principles that I will use to structure
your behind-the-scenes examination of the company. This in-
side look reveals the ideals that fuel the consistency and great-
ness of this legendary organization. Each principle presented in
the following chapters not only offers insight into service, hospi-
tality, and creating a luxury lifestyle experience but also provides
opportunities to increase excellence in all aspects of business and
personal life. Through dedicated adherence to these principles,
everyone can elevate his or her business to the Ritz-Carlton gold
standard. The New Gold Standard reflects both intuitive and
counterintuitive aspects of leadership, which may be fairly easy
to comprehend, yet far more difficult to master. It is my belief
that constant and steadfast focus on these Ritz-Carlton princi-
ples will result in your developing and maintaining the new gold
standard for your industry.
Specifically, the principles are these:

1. Define and Refine
2. Empower through Trust

3. It’s Not about You

4. Deliver Wow!

5. Leave a Lasting Footprint
These guideposts, while inspired by the journey and leader-
ship of Ritz-Carlton, have application across all industries and

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