SECRETS FROM RITZ-CARLTON, SOUTHWEST AIRLINES. AND TEXAS ROADHOUSE

By: David Lee Electronic Recruiting Exchange - April 10, 2008

“People don’t remember what you said or what you did, but they always remember what they felt.”

“What’s the emotional take away?”

“Are these the emotions we want to leave them with?”

“You are now part of an elite, best-in-class organization,” and “We’re lucky to have you”

Pride about the uniqueness of their company and how they, the new employee, will help make their guest experiences “legendary.”

Creating a work experience that produces such a culture requires mindfulness and intention.

Feeling welcomes respected, valued, inspired, proud, and determined doesn’t just help you with employee retention. It also directly improves employee motivation, productivity, and customer service.