TMRW/TDY
Insights of TMRW to Enhance your TDY
Read time: 4 minutes
Hey Reader,
⏀ Ritz Carlton Rule – The “Ritz” is arguable the most storied brand in luxury hotel and hospitality. How did it get this way? The $2,000 rule:
The Ritz-Carlton has a $2,000 rule.
(And it’s been in place since the 80s)
‘The rule is a customer service policy
that empowers the hotel’s employees,
referred to as “ladies and gentlemen,”
to spend up to $2,000 per day, per guest,
without seeking approval from their superiors,
to resolve any guest issues or complaints.’
And here’s the thing, it’s any employee.
How’s that for culture?
Customer service matters
💡Unreasonable hospitality is the key to success in any customer service company.
⏀ The Unbearable Lightness of Inspiration – Lin Manuel Miranda, creator of blockbuster musical Hamilton, describes how to handle inspiration in this 1 minute TikTok
💡Inspiration will not always come conveniently. Follow its mountains and valleys else risk the great idea dying inside you.
⏀Quote of the week- “When archer is shooting for nothing, he has all his skill. If he shoots for a prize of gold, he goes blind or sees two targets. He is out of his mind! His skill has not changed, but the prize divides him. He cares. He thinks more of winning than of shooting. And the need to win drains him of power.” – Chuang Tzu
💡Focus on the process and let the prize come on its own accord.
⏀ Idea I’m mulling – Hannah Arendt, the famed political philosopher, argued there is a reversal of life in the modern world – and not necessarily for the better. Whereas previously we lived the vita contemplativa or life of contemplation, we now live for labor and work, vita activa. Thinking is secondary. What can we do? Every moment is deemed valuable or not based on how productive it is. Action can be an expression of who we are but more often collapses into mere labor. As we work more, however, we consume more – and so the cycle continues entrapping us with more jobs, tasks, goods and services. We are more productive than ever in America in 2024 with more forms of convenience and entertainment than ever humanly possible – yet most of us are not nearly as fulfilled or as happy as these resources would suggest. Why?
💡Productivity has replaced meaning. Physicians know this better than most. Is this the life you want to live? Decide for yourself
⏀ Complexity Kills – We’ve profiled Starbucks a lot because they have a deep cultural imprint but also mirrors many of the challenges and opportunities in healthcare. The company is at inflection point and Bill Saporito argues in the NYT that’s it overly complicated drink menu is why the company is failing. Over 170,000 options exist, killing the Italian coffee culture it seeks to create, burning out its baristas and frustrating customers. Sounds familiar?
💡Complexity kills and more choice can lead to more dissatisfaction. Master the essential few.
Keep Creating,
