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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:
304 pages, Hardcover
First published January 1, 2008
About the author
Joseph A. Michelli
17 books36 followersJoseph Michelli is an American psychologist, speaker, and author. He started his career as a psychologist in 1988 and began writing business books in 2004.
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Displaying 1 - 30 of 69 reviews
September 17, 2015
I work in hospitality industry and had a chance to talk to people from Ritz Carlton, including one General Manager.
After reading this book, as well as book by Bill Marriott I fell in love with the business. It is such a well-organized system.
I would like to point out several ideas:
The importance of listening
Continuous improvement- borrow ideas from other industries
The role of a leader is to support. Treat employees as you treat guests, if not better
Create a clear mission statement and credo. Continuously praise desired behavior through daily briefings. Tell stories were employees went an extra mile to deliver that superior service
Create a training program and certify everyone to perform in his her position- this gives both confidence to employees as well as pride in what they do. It also helps when it comes to disputes. A well-defined job scope makes it easier to evaluate performance
The main job of a manager is to choose people with the right attitude and skills, train them, show clear direction (what you want them to do, how their performance will be evaluated, explain and reinforce credo), praise for good work and give immediate feedback when things go wrong
Empower employees. Give them opportunity to make their own decisions. This creates trust
The most important element in the business is trust
There are many more lessons learnt from this book. It is an excellent resource for anyone whose work relies heavily on interpersonal relationships.
After reading this book, as well as book by Bill Marriott I fell in love with the business. It is such a well-organized system.
I would like to point out several ideas:
The importance of listening
Continuous improvement- borrow ideas from other industries
The role of a leader is to support. Treat employees as you treat guests, if not better
Create a clear mission statement and credo. Continuously praise desired behavior through daily briefings. Tell stories were employees went an extra mile to deliver that superior service
Create a training program and certify everyone to perform in his her position- this gives both confidence to employees as well as pride in what they do. It also helps when it comes to disputes. A well-defined job scope makes it easier to evaluate performance
The main job of a manager is to choose people with the right attitude and skills, train them, show clear direction (what you want them to do, how their performance will be evaluated, explain and reinforce credo), praise for good work and give immediate feedback when things go wrong
Empower employees. Give them opportunity to make their own decisions. This creates trust
The most important element in the business is trust
There are many more lessons learnt from this book. It is an excellent resource for anyone whose work relies heavily on interpersonal relationships.
January 8, 2017
There were a few thing I picked up but sadly it read like a 300 page promotional pamphlet.
January 30, 2016
Inspiring stories of great service. Loved most of the anecdotes.
January 4, 2024
Pros:
- Good frameworks in the hospitality sector
- Excelente for company culture
- Clear and structured writing
Cons:
- The Author must sell why Ritz-Carlton is the best brand in hospitality in the world, so sometimes it's lame, not engaging, and looks like advertising.
- Good frameworks in the hospitality sector
- Excelente for company culture
- Clear and structured writing
Cons:
- The Author must sell why Ritz-Carlton is the best brand in hospitality in the world, so sometimes it's lame, not engaging, and looks like advertising.
January 9, 2021
This had a lot of great insights to how RC runs their business. Great service stories are included but the roles that leadership plays in empowering these stories is very thorough. I thought this did a great job and is a definite recommendation for people looking to focus their company on service.
June 20, 2018
Another excellent case study and analysis by Dr. Michelli of a high-service company. Here, the author documents the Ritz Carlton hotel chain. While listening to the audiobook, I did not remember the “5 leadership principles” mentioned in the title, but when I reviewed them on the Amazon “look inside” peek at the book’s contents, I can see why I didn’t remember them – they are pretty obvious. The 5 principles are define and refine, empower through trust, it’s not about you, deliver wow, and leave a lasting footprint. As I review this list, I can recall examples of all of these principals at work at the Ritz through Michelli’s descriptions. This book seemed a lot like the last Michelli book I read, about the Mercedes Benz US sales operations. Both of the subjects have a lot of employees and take the high end of their marketplaces. They both charge high prices and can afford to implement methods that may not be cost efficient, but that can increase goodwill of the customer, aiming for repeated sales. From these books you learn that both companies use relationship building as a key to their business. There are great anecdotes throughout this book, including stories about the creation of Ritz’s external training center and curriculum, employee empowerment to fix customer’s problems, and having all employees understand and live the company credo. There were many memorable examples, but the one I will likely remember most is a story about a Ritz restaurant being called out of the blue by a community member asking for recommendations for where they could buy an allergy-free cake. The Ritz employee made the cake himself.
April 7, 2010
I was pleasantly surprised by this book. Though I am not naturally inclined to read business books, I found that this one to be accessable and to flow well throughout the book. While most business books I have read spend too much time talking about mission statements and vision statements and other corp-speak that sounds good on paper, but rarely makes it into practice, this book showed how the ladies and gentlemen of Ritz Carlton make it happen on a day to day basis.
The real difference for that organization is that the "Gold Standard" is not the new flavor of the month, but rather an imbedded ideology. It seems to me that the main way that this happens is through the empowerment of the employees to act in a way that is best for their customers, which in turn builds self-reliance, faster resolution of issues and all-around better service.
The other key indicator is that the push is not from the top-down, but permiates the institution. Top-down edicts rarely work because you need numbers and the buy-in of the employees to build an ideology, not the mandates of those in charge.
In many ways this book shows what I have always thought about leadership. Show people where they should go and then let them find their own way there. If they get stuck, a nudge along the way will help, but carrying them there will not achieve the character-building necessary to get them to the next step.
The real difference for that organization is that the "Gold Standard" is not the new flavor of the month, but rather an imbedded ideology. It seems to me that the main way that this happens is through the empowerment of the employees to act in a way that is best for their customers, which in turn builds self-reliance, faster resolution of issues and all-around better service.
The other key indicator is that the push is not from the top-down, but permiates the institution. Top-down edicts rarely work because you need numbers and the buy-in of the employees to build an ideology, not the mandates of those in charge.
In many ways this book shows what I have always thought about leadership. Show people where they should go and then let them find their own way there. If they get stuck, a nudge along the way will help, but carrying them there will not achieve the character-building necessary to get them to the next step.
June 1, 2009
An inside look at the Ritz-Carlton
Even if you’ve never stayed at a luxurious Ritz-Carlton hotel, you are likely to know of the hospitality chain’s sterling reputation. Few companies enjoy such powerful brand recognition; after all, the word “ritzy” has become part of the English vocabulary. Incredibly, no one ever wrote a corporate biography about The Ritz-Carlton, and its secrets of success and service, until Joseph A. Michelli took on this project. He details the five principles Ritz-Carlton employees follow to create a memorable, or “wow,” customer experience. He shows how the company’s leaders teach the “Ladies and Gentlemen” on its staff to live its mission and precepts. Michelli uses quotes and examples to illustrate every point (and is still supporting his position long after the reader’s neck is sore from nodding in agreement). Yes, it really is all that. getAbstract believes this book offers any businessperson a valuable case study in excellence and service.
Even if you’ve never stayed at a luxurious Ritz-Carlton hotel, you are likely to know of the hospitality chain’s sterling reputation. Few companies enjoy such powerful brand recognition; after all, the word “ritzy” has become part of the English vocabulary. Incredibly, no one ever wrote a corporate biography about The Ritz-Carlton, and its secrets of success and service, until Joseph A. Michelli took on this project. He details the five principles Ritz-Carlton employees follow to create a memorable, or “wow,” customer experience. He shows how the company’s leaders teach the “Ladies and Gentlemen” on its staff to live its mission and precepts. Michelli uses quotes and examples to illustrate every point (and is still supporting his position long after the reader’s neck is sore from nodding in agreement). Yes, it really is all that. getAbstract believes this book offers any businessperson a valuable case study in excellence and service.
August 6, 2016
Joseph A. Michelli provides the principles and practices that drive the exceptional customer service of the Ritz-Carlton brand.
Why I gave this book five stars: Michelli provides the behind-the-scenes look including the good and the bad of Ritz-Carlton. Principles are clear. Illustrations abound. Penetrating questions are asked. If one wants to enhance "customer experience" The New Gold Standards provides exceptional practical help without being overly prescriptive.
Why I gave this book five stars: Michelli provides the behind-the-scenes look including the good and the bad of Ritz-Carlton. Principles are clear. Illustrations abound. Penetrating questions are asked. If one wants to enhance "customer experience" The New Gold Standards provides exceptional practical help without being overly prescriptive.
April 26, 2015
Very good information on how to run a quality centered organization or excellence. I recently stayed at a Ritz Carlton and recall many of the employees saying "my pleasure." I enjoyed reading about how the Ritz fosters a culture of excellent customer service throughout their international hotels from bottom up. I hope to bring some of this knowledge to the organizations I"m involved with.
January 23, 2022
The New Gold Standard is one of the best books I’ve read on management and customer service. While distilling an incredible amount of great information, it also ignites your mind to create new, exciting ideas for your own circumstances.
This book is a wonderful tool and inspiration for anyone looking to achieve a higher level of leadership and customer satisfaction.
This book is a wonderful tool and inspiration for anyone looking to achieve a higher level of leadership and customer satisfaction.
August 24, 2018
Leaders and CEO that has a vision to lead at a very high standard must learn a few lessons from this excellent true story.
September 29, 2008
This was okay. There's a few good points in here, but if anyone wants to read it, I would recommend just skimming and reading only the sidebars. But ignore the biographical ones, just look for the ones with resources in them. Reading crappy books has put me in a foul mood.
September 9, 2013
A detailed glance into the Ritz-Carlton world that can also be transformed into other business so that all can offer and be offered top-notch care and customer service. The world is truly a better place with Ritz-Carlton.
April 29, 2015
There are lots of great tid bits to be gathered from this book that I think if followed could help a company go from good to great! I'm very excited to implement some of the new gold standard into my business and for my employees!
January 22, 2017
Worth the read if you are in a client-facing enterprise and wish to set a standard for your client's experience. It was a little repetitive, as if the author was trying to cram in as many anecdotal survey results as possible.
July 24, 2018
This book is good. I was hoping for a more technical read on the Ritz-Carlton business empire. There are moments of brilliance and clarity, but overall I thought that there were too many stories and anecdotes as opposed to principals and systems of thought.
April 23, 2009
This was a really great book about an impressive company with an impressive customer service strategy. Highly recommend.
December 23, 2013
It's good, same message as other books of the genre.
May 11, 2016
Although I do like this book, I've had to return the copy I was borrowing and haven't had time to look for it at the library. Hope to finish it in the near future.
March 9, 2010
Good book on how to run an exemplary company. Good leadership principles. I liked that it also gave examples of where the company fell flat on its face.
February 24, 2013
Excellent lessons in training, management & culture for customer service environments. Easy read. My paper copy is marked up like crazy!
September 14, 2013
Interesting book on how Ritz maintains its incredible service.
October 16, 2013
Great insight but application to other industries is tough.
March 9, 2015
This is a great book to read to understand how to provide a better customer experience and become a more effective manager.
December 19, 2014
didn't like the book, too much name dropping
December 1, 2015
A few good business tips - but mostly an extended ad for how great Ritz Carlton is, and how you should spend the big bucks to attend their Leadership Center for your business.
September 26, 2016
Good ideas, good culture, got a little repetitive.
December 23, 2016
A must read for any hospitality professional, and even if you are in a customer service centric busienss .
December 31, 2016
Fantastic book! If you have customer or guest satisfaction as a goal in your career, this book will get you fired up and wanting to achieve a new level of excellent care for your guests! A+
Displaying 1 - 30 of 69 reviews