9Turn Wow into Action
The world is moved along, not only by themighty shoves of its heroes, but also by the aggregateof the tiny pushes of each honest worker.
HELEN KELLER
There are Wow moments happening in every workplace. In some cases, they are the result of a service culture while in others they are simply the individual acts of high-performing staff members. In many businesses, outstanding work is tracked and recognized. Ritz-Carlton takes this one step further. Leadership has designed ways for their “Wow stories”—remarkable examples of extraordinary service exhibited by their Ladies and Gentlemen—to be used to reinforce existing service excellence and to propel future extraordinary acts. In fact, Wow stories are one of the most important ...
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