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The Real Secret Of Excellent Service Companies
Mar 26, 2009

In the Harvard Business Review Peter Bregman writes about why outstanding service companies thrive.  In this article he writes about the Four Seasons Hotel in Dallas based on an interview that he conducted with that location's General Manager.  The greatness of the Four Seasons chain resides in the culture that defines the company, that is mirrored in every location that opens. Quite simply, their culture is owned by everyone, everywhere, at every time.  Service Excellence companies know that how they act is an outward reflection of their culture, bestowing upon them a unique identity and competitive differentiation.  They understand that the guardianship of their culture is everyone’s privilege and responsibility.  The culture thrives when its members are proud and take ownership for its nourishment. 

In writing How you do ...What you do I interviewed Medhi Efterkari , the general manager of the Four Seasons Los Angeles. Read the article about the  Four Seasons Dallas location and read the profile I wrote about their Los Angeles propertyHotels in the hospitality industry all provide accommodations, banquet space, meeting rooms and restaurants; what they do is very similar.  But how they do, what they do can be a differentiator and the bridge to loyalty.  The Four Seasons Los Angeles at Beverly Hills  and Dallas have achieved excellence in both what they do, and how they do it.   Try them the next time you are in Los Angeles or Dallas.

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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

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