Written by Jason Zweig in the WSJ. Article.
Great article on things to know for your first job at a company.
A really interesting interview with the SVP of “People Operations” at Google. Leave it to Google to use a term that better describes the role. Sure beats “Human Capital” and other phrases I have heard over the years.
Google has reached a lot of conclusions empirically that I’ve known from years of hiring on Wall Street. GPA isn’t helpful in finding successful employees. Trick questions don’t tell us anything. I have been asked a number of those, including “How many barbers are in the U.S.”. Just crazy!
Read the interview here.
Check out this great story about customer service from Morton’s Steak House!
Ritz-Carlton Hotels are renowned for their brilliant customer service. Well, here’s a wonderful story of this in action, and it involves Joshie the Giraffe!
When Chris Hurn’s family came back from their holiday at the Ritz-Carlton on Amelia Island in Florida they unfortunately returned without Joshie the Giraffe, Chris’s young son’s ‘best friend’! They’d left him behind, and as you can imagine this caused huge stress and problems sleeping!
Chris explained that there was nothing to worry about and that Joshie was having a little extra holiday and that he was fine. His son seemed to accept this and dropped off to sleep!
That evening the Ritz-Carlton called to say that they had found Joshie in the laundry and that he had been handed over to the hotel’s Loss Prevention Team. Chris told them about his ‘little white lie’ about Joshie’s extra holiday and wondered if they would mind taking a picture of Joshie on a chair by the pool to ‘prove’ it! To Chris’s relief they said they would – so now that’s two people who could sleep sound!
A couple days later a package arrived. In it was Joshie, along with some Ritz-Carlton-branded “goodies” including a Frisbee and a football! Also included in the package was a binder that meticulously documented Joshie’s extended stay at the hotel!
It included pictures of Joshie sunbathing by the pool, having a massage at the spa, meeting with other ‘cuddly friends’ and even driving down to the beach in a buggy! It also showed Joshie working on the security cameras making sure that other things didn’t get lost!
It’s a great example of a cultural value of performance and exceeding customer expectations and has all 6 of the ingredients of ‘customer delight’:
- It produces a wow reaction!
- It appears spontaneous or unexpected!
- It’s the personal touch!
- It makes the customer feel valued!
- It’s genuine… and…
- It creates a ‘talking point’!