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Empowerment Lesson From the Ritz-CarltonIf you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze, first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience. (more…)

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