Ladies and Gentlemen

Hi,

I remember the Ritz Carlton in Macquarie Street, when it was still the Ritz Carlton, and I remember one of its general managers (an American whose name escapes me - Tom Collins?) who told me that the Ritz Carlton taught its staff to think of themselves as 'ladies and gentlemen serving ladies and gentlemen'. A nice, genteel positioning.

How important is a person's understanding of their role in a service organisation? What a difference this makes.

"My role is to make money for the company."
"My role is to make customers happy."
"My role is to see that no one breaks the rules."

Cheers!

Michael Kiely