The Ritz-Carlton’s grueling process for hiring and training employees.

What does it lead to?

With such a comprehensive training program, none of us is surprised at van Grinsven’s view of the result: “When a customer comes in, he or she feels a sense of belonging, a home away from home. The customer feels, ‘I’m somebody special.’” Accordingly, when a customer leaves, even though his hotel bill may involve several hundred dollars, one phrase permeates his thinking: “It really was worth it.”

(via Ladan Shaygan)