Keeping In Touch
The cover story for this issue of Dealerscope takes a depature. Instead of profiling a CE retailer or other CE specific topic, our senior editor, Audrey Gray, visited the Ritz Carlton Company’s Leadership Center to find out why so many CEOs—including those of major retailers—were spending thousands of dollars to attend a week-long program on high-end service.
Even more compelling than the service angle was how the Ritz-Carlton takes major strides to keep its own employees happy. Why? Because when you get down to it, hotel employees have some of the most thankless jobs on the planet. To paraphrase Diana Oreck, vice president of the Leadership Center: Cleaning a toilet is still cleaning a toilet, whether you are at the Ritz or not. And the wages of these employees don’t exactly match those of the guests that can afford to stay there, either.
This brings up an important question. What is more important: an employee who is well-paid or one that is happy? If you said the former, you’re probably kidding yourself. In this “gotta-have-it,” wealth-worshipping culture that we live in, it’s easy to fall into the trap of thinking that all people want is a bigger paycheck. Sure, who wouldn’t say they would like to make more money? But the reality is that most people who are happy at their jobs are less likely to complain about their paycheck, while most who are unhappy at their jobs are more likely to complain about pay and look for a new job, or worse, become a negative influence on your business.