Note this is the 9th post in our Change is Good series.

We’re going to change gears with this series of posts. Mac, our founder, has given me the ok to include excerpts from the book for our readers to reflect on. Here’s a small offering from Chapter 9, entitled Let your customers call the shots:

Every day at Ritz-Carlton, employees from every department worldwide, gather for a 15-minute meeting - called "the lineup," where they review guest experiences, resolve issues and discuss ways to improve service. The meetings revolve around a heroic performance of a Ritz-Carlton employee known as the "wow story."

Carmine Gallo writes about a family staying at The Ritz Carlton, Bali, who carried specialized eggs and milk for their son who suffered from food allergies. Upon arrival, the concierge saw that the eggs had broken and the milk had soured. The manager and dining staff searched the town but could not find the items. The executive chef at the resort remembered a store in Singapore that sold them. He contacted his mother-in-law and asked that she buy the products and fly to Bali to deliver them at once. The family was delighted. Because of The Ritz-Carlton’s impeccable system, the story is instantly circulated around the world to inspire, teach, and remind the 36,000 employees worldwide.

Is your business as customer-focused as Ritz-Carlton?