June 2021


Today, most discussions about poverty involve who is to blame for it, observes Steven Pinker in Enlightenment Now: The Case for Reason, Science, Humanism, and Progress

This line of thinking is misguided, he believes.  

Poverty needs no explanation.

“In a world governed by entropy and evolution, it is the default state of humankind.  Matter does not arrange itself into shelter or clothing, and living things do everything they can to … continue reading

1: “Only twice in the last ten thousand years has something happened that truly transformed all of humanity,” writes William Rosen in his book The Most Powerful Idea in the World.

The first occurred around 10,000 BC: the agricultural revolution during which human beings discovered they could cultivate their food. 

“Unarguably a game-changer.  Once humanity was tethered to the ground where its food grew, societies developed,” writes William. “Settlements … continue reading

1: What are our assumptions about progress?

Perhaps we assume progress over time looks like a nice smooth line upwards.  That the world is slightly better off today than yesterday.  And yesterday was slightly better off than the day before.  Repeat.  Repeat.  Repeat.  For thousands of years.

We would be wrong.

This is how progress really happened.

“Nothing . . . nothing . . . nothing . . . (repeat … continue reading

Turns out there aren’t that many ways.

One way is to find a new idea and bring it inside the organization.  That’s my hope for this blog.  On Monday through Thursday, we explore ideas from authors, thought leaders, and exemplary organizations which we can put to work in our organizations.  Or, in our lives.  

On Friday, I share something we’ve learned or are working on at PCI in our quest to … continue reading

Yesterday we looked at several elements of The Ritz Carlton Gold Standards.  

Today we turn to the final element: the firm’s “Service Values: I Am Proud To Be Ritz-Carlton.”

Each of the hotel’s 12 Service Values fall into one of three buckets. Together these areas make a diamond, what they call the “Sixth Diamond.”

The lower level of the diamond is Functional. The focus is on the basic requirements to prevent … continue reading

How does one of the world’s great brands deliver consistently memorable customer service?  

As we would imagine, there is nothing haphazard about their approach.  They are intentional.  Deliberate.  Specific.

It begins with the Ritz-Carlton motto: “We are ladies and gentlemen serving ladies and gentlemen.”

Like all great catch phrases, the Ritz-Carlton motto is memorable.  It communicates exactly what makes Ritz-Carlton unique.

Next up is the Ritz-Carlton Credo which was introduced in 1985, shortly after … continue reading

Ritz-Carlton does not hire people.

It “selects” them.

Words are important.  What we call things matters.  At Ritz-Carlton, they believe the word “hire” suggests a short-term job.  To “select” someone implies a long-term career.

And, the emphasis is on long-term.  The hotel’s focus on retention has resulted in a significant reduction in overall turnover: From over 50% in 1991 to less than 21% today.  

Ritz-Carlton’s selection strategy is clear: Hire … continue reading

Memorable customer service.

That’s the stated goal at Ritz-Carlton.  Not “good.”  Certainly not “average.”  


What is the question Ritz-Carlton staffers are challenged to ask themselves every day?

How can we create memories?  

I had the privilege earlier this year to participate in a 3-day virtual training program by Ritz-Carlton.  Delivering a memorable customer experience begins with a mindset.  First and foremost, it’s a psychological challenge.  To elevate the guest … continue reading

1: PCI is a sales organization. 

We love sales.

For 100 years.  

My grandfather was a salesperson.  My dad was a salesperson.  I’m a salesperson.

And, to be a successful salesperson or a successful sales organization, we don’t focus on sales.

Think of it as “sales jujutsu.”

2: “Every client should be referenceable.”  That is our Goal.  Capital G.  Our goal is one of the five elements of our 5byFIVEcontinue reading