The Ritz Carlton Experience.ppt

* * * If Disney Ran Your Hospital, you would... * * * * * * * * * If Disney Ran Your Hospital, you would... * * * * If Disney Ran Your Hospital, you would... * * * * * If Disney Ran Your Hospital, you would... * * * * * * * * * * FINE POINTS: Phrases that Irritate “You’ll have to…” __________________________ “I’ll have to…” __________________________ “I don’t know.” __________________________ “I disagree,” or, “You’re wrong” _______________________ “We can’t do that.” __________________________ “You misunderstood me.” __________________________ “I’m sorry you’re upset. __________________________ “It wasn’t my fault. __________________________ 5.Decentralize the Authority to Say “Yes” At Lonestar “The answer is yes…now what is the question” My Waitress at the Lonestar Wilderness lodge Think about the Disney Experience Disney’s Service Department 1970’s Central location 1980’s Each pavilion dealt with service issues 1990’s Each employee has the power to solve the problem and give recovery. Who Can Say “Yes” Who can bend the rules for a customer? Who decides how to solve a problem? Who can offer something tangible for recovery? 6.View Hospital Work As Theater, Not Service You become a Disney castmember… You are applying to join a culture, not to do a job…, Orientation describes reality, not a vision. You are always on stage Variation from standards is not tolerated by anybody, not even your peers. …appearance guidelines They have no slogans or banners as constant reminders. They do not focus much on “service excellence.” Disney does not provide a service (and neither do we.) Walt Disney on “Role” “The first year I leased out the parking concession, brought in the usual security guards – things like that. But I soon realized my mistake. I couldn’t have outside help and still get over my idea of hospitality. So now we recruit and train every one of our employees. I tell the security officers, for instance, that they are never to consider themsel