Page 39 - The New Gold Standard

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Set the Foundation:

Communicating
Core Identity and Culture

The loftier the building,
the deeper must the foundation be laid.
THOMAS KEMPIS

As you study a legendary company such as
Ritz-Carlton, it becomes clear that being an
|industry leader and a standard-bearer for cus-
tomer service did not happen by default or come with-
out risk. In fact, the early founders of the company
established a lasting legacy by developing a distinct set
of guiding concepts, which they called “Gold Stan-
dards.” These standards continue to serve as the basis for
the ongoing and international success of Ritz-Carlton.
As President Simon Cooper notes, “You can’t put the ve-
neer of quality on a business that lacks a sound founda-
tion. The Gold Standards, and the disciplined business
practices that emerge from them, create the platform for
the achievements of our company in areas as wide rang-
ing as our attractiveness to job seekers, our recognition
for customer engagement, and our accomplishments in
quality excellence throughout the world.”

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