He added, “They will actually go through a self-analysis. There is a presumption you have the answer, just because you asked the question.”
“How many times have you watched the food channel and then actually went into the kitchen and made it?” asked Greene.
Advisors should also know how to communicate their value. It should not be a value proposition. Instead it should be “a value promise,” stated Greene.
Build The Right Culture And Team To Engage Clients
John Cashion, corporate director of culture transformation at Ritz-Carlton Leadership Institute, spoke about creating service excellence in a breakout session.
“You can’t teach culture. You have to live it, breath it, every single day,” said Cashion.
‘A lot of companies have culture, but they do not do much with it.” It is just words on paper unless employees do something with it.
At the Ritz, they try to strive to have a warm and sincere greeting, using the guest’s name, anticipation and fulfillment of each guest’s needs, and a fond farewell. Part of the “mystique” of the staff knowing the guest’s name as he or she arrives comes down to the doorman looking at bag tags as they are unloaded out of a car and then saying the name which is captured on a microphone so the front desk can be prepared with the name.
“The most important piece of our culture—the employee promise,” said Cashion.
At the Ritz, they try to hire the top one percent of talent. Cashion, stated “Select for attitude, not skill. Why attitude? I can teach you anything.”