Summary: I've just posted my 41-minute interview with best-selling author Dr. Joseph Michelli. He covers customer service at Pike Place Fish Market, Starbucks, and Ritz-Carlton Hotels. (See the player in the right sidebar. You'll also find it on iTunes. Subscribe to get updates automatically.) You'll hear his take on creating hope and purpose with your employees, why failing to properly orient new employees is "immoral"(!) and how to share your vision with employees. He also covers some specifics about training tools used successfully, like Starbucks' Green Apron book, and the Ritz-Carlton daily lineup. I thoroughly enjoyed talking with him and think you'll find he offers truly practical advice. His latest book is The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience at Ritz-Carlton Hotels. Enjoy!
