What I Learned Today: Putting on the Ritz
It has long been company policy for the Ritz-Carlton to give staff $2,000 of discretion (yes, this is per employee per guest) to be used to solve any customer complaint in the manner the employee feels is appropriate.
It has worked because it allows employees to be open to guest feedback and in our social media world today is now even more important. As we know, this is the age when customers take to Facebook or Twitter to voice grievances without a moment's pause with the world as your watchdog. Front-line Ritz Carltonites have immediate and broad discretionary powers that can cut hasty complainers off at the pass before they reach for the internet.