Set the "Gold Standard" for your industry. Define and Refine Empower Through Trust It's Not About You Deliver 'Wow!' Leave a Lasting Footprint "Required reading for anyone who wants to learn how to create passionate employees and customers!" --Ken Blanchard, co-author of "The One Minute Manager" and "The One Minute Entrepreneur" "The Ritz Carlton is the best hotel chain in the world because of the unique experience it offers. This book shows you how to install the same customer-focused attitude toward service that makes a world leader." --Brian Tracy, author of "The Way to Wealth