March 22, 2007
News & Opinion: Leading For Growth: A Review, Part II
...branches [in Umpqua's world branches are stores] keep dog bowls full of water just outside the door for clients with pets...employees open up the lobby for community events. Recent programs include yoga lessons, movie nights, and a "stitch and bitch" knitting club that meets once a month...Davis encourages spontaneous demonstrations of outstanding customer service by giving each branch a special fund expressly for that purpose. Every associate also spends a day training with the Ritz-Carlton.
It shouldn't be hard to believe but it is. A bank with employees trained by the Ritz-Carlton?
In the book, Ray shares a conversation he had with a Ritz bellman. Ray was inquiring as to how the hotel fared in the Ritz's quality program. The bellman explained that they had failed because housekeeping overlooked the TV Guides.
Now, get this: housekeeping had forgotten to move the bookmarks every day! And that is the type of attention to details Ray encourages.
About Dylan Schleicher
Dylan Schleicher has been a part of the 800-CEO-READ claque since 2003. Even though he's stayed on at the company, he has not stayed put. After beginning in shipping & receiving, he joined customer service and accounting before moving into his current, highly elliptical orbit of duties overseeing the ChangeThis and In the Books websites, the company's annual review of books and in-house design. He lives with his wife and two children in the Washington Heights neighborhood on Milwaukee's West Side.