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Tip #3 on hiring, orienting and training as part of developing a customer-focussed culture

Tips #1 and #2 on this, from the great Horst Schulze, founder of the Ritz-Carlton hotel chain, are below this post. Here’s the third tip based on his practice:

“So, after hiring and orientation you have training. Here’s something powerful and simple that we do:

“The best room service waiters write the training manual for the new room service waiters.”

Source: My shorthand notes from a talk given by Horst Schulze at a conference I helped organize in London

This tip is a sample from a book series I am putting together called

One A Day
365 Practical Ways to
Get Closer
to Your Customers

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