A great personal service story from William Arruda, the guy driving the personal branding movement. What Arruda didn’t find out is that every employee is empowered to solve every guest’s problem. He got his lint brush because it was within that employee’s means to go out and buy it. Next time your at a Ritz Carlton ask an employee to pull out his customer service guide. It’s a tri-fold card that they keep in their pocket or wallet. Amazing company.

Here’s How Employees Build the Brand

Click here to read about the 1999 Malcolm Baldridge Quality Award the Ritz Carlton received from the National Institute of Standards and Technology.