Repeating The Message

by Patrick Liew on July 7, 2011

I attended a Transaction Leaders Forum organized by Ernst & Young. Julia Ann Smith, one of the speakers related a story about interviewing a senior manager from The Ritz Carlton.

It is a well known fact that The Ritz Carlton has become an icon for customer service.

The staff has been so good in doing what they do that it has become the hotel’s key competitive advantage.

Julia told the audience, when there is an important message, the managers of Ritz Carlton will repeat it to their teams for more than 100 times if need be.

“They repeat the message until the point is driven home. “Most companies and individuals do not achieve the same standards of excellence because they gave up communicating the message too soon”.


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