The gold standard

The Ritz-Carlton is the only service company in America to win 2 Malcolm Baldrige awards and consistently wins awards for exceptional customer service. In this interview, Cooper shares Ritz-Carlton practices such as the daily communication process, training, and how to align and involve the staff with the guest to deliver their mission of ‘Ladies and Gentlemen serving Ladies and Gentlemen’.

Interview Aired: 07/06/2007