Book Reviews Author Interviews True North Aims to Find the Leadership Compass I think it's time we embraced a new gold standard. The one I'm referring to is highlighted by author Joseph A. Michelli in his latest book, "The New Gold Standard," which chronicles the success of one of the world's bestknown hospitality name brands, The Ritz-Carlton Hotel Co. What this iconic luxury hotel does every day to be the best can be embraced by any business seeking the same gold standard for which the Ritz is known. “The New Gold Standard“ is a behind-the-scenes look at the "Ladies and Gentlemen serving Ladies and Gentlemen." The RitzCarlton motto, penned years ago and still used today, drives home the unique connection between the employees at the Ritz and the clients they attend to every day. At the Ritz, employees aren't hired, they are selected. Once selected, trust is established through employee empowerment. Everyone, from housekeeper to manager, has the power to spend up to $2,000 on each guest each day to serve a client's needs without seeking permission. The result is the extraordinary care that the Ritz-Carlton is known for by its guests all over the world. Through measured customer satisfaction, Ritz-Carlton leadership makes certain that each hotel is delivering on the company's promise. Fulfilling each client's individual needs, big or small, creates the ultimate guest experience that can turn one-time customers into a dedicated, repeat clientele. Michelli writes that Ritz-Carlton leadership consistently works to ensure employee satisfaction, engagement of consumers and keeping the business relevant. Having your business work toward "putting on the Ritz" may take it one step closer to passing the Ritz leadership white-glove test and setting a new gold standard of your own.
Bill George and Andrew McLean assert that leadership is much more than the ability to use popular buzzwords and articulate the right messages. To become authentic leaders, the authors say, people must change their focus from themselves to others. Bill George is the former Chairman and CEO of Medtronic and author of "Authentic Leadership: Rediscovering the Secrets to Creating Lasting Value." His latest book came about as a result of the largest study ever conducted on leadership development. George interviewed 125 leaders ranging in age from 33 to 83 whom he considers to be successful and authentic. He takes the reader through a series of personal journeys of some of the most renowned leaders of our time. George maintains that understanding leadership begins with gaining a deep level of selfawareness. Perhaps the book's most profound revelation is the simple assertion that the hardest person to lead is oneself. In his study of leaders who lacked this fundamental prerequisite, George contends it wasn't that they lacked the ability to lead others — they just couldn't lead themselves. This is a book worthy of reading by those seeking to lead, those who are leaders and all those who are willing to learn from others. To join Webster University's online BIZTALK BOOK CLUB and read reviews, go to: www.webster.edu/sbt/notabene2009
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