By Jillian Broaddus and Chuck Cusumano
What companies or brands come to mind when you think of “top of the line”? We’re talking about those best-of-the-best known for exceptional quality, elite customer service, and top-tier reputations?
We’ll refrain from listing our own favorites here, but suffice it to say that if your list went on long enough, you’d certainly get to The Ritz-Carlton.
Named THE top luxury brand by the J.D. Power North America Hotel Guest Satisfaction Index Study for multiple years running, “the Ritz” has a name undeniably synonymous with “luxury.”
So, what exactly does The Ritz-Carlton brand do to not only rise to the top, but STAY at the top? According to Forbes, “Ritz-Carlton has become a leading brand in luxury lodging by rigorously adhering to its own standards.”
Their culture – including mottos, values, and codes of conduct – is taught religiously and steadfastly to all employees; it’s no easy feat, let alone for a company with tens of thousands of them, spread across dozens of countries around the world.
However, there’s one particular creed of their culture that we thought particularly interesting to point out: “the $2,000 rule.”
The rule, which has been in place since the 1980s, encourages every employee to use up to $2000 to solve a guest issue. (Not “allows,” but “encourages.”)
Here’s what that rule embodies, and how you could implement a similar game-changer in your own culture:
It shows the importance of empowering your people. You don’t need to put company money on the line to offer the same opportunity for your employees to use their time and efforts at their own discretion to make a difference.
It shows the importance of problem-solving. With a hefty budget, it allows employees to think creatively to not only solve problems, but create openings for greatness to shine through.
It shows the importance of uniting a culture. This rule isn’t just a way to garner positive customer reviews; it’s a part of the Ritz culture, allowing team members to work together, discuss their own experiences, and know that leadership has their back.
So, how could your company implement a similar rule? Let us know how we can help you brainstorm something up by emailing hello@thejoshuagroup.net!
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