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Isadore Sharp is the mastermind behind the Four Seasons hotel chain and the book Four Seasons: The Story of a Business Philosophy, a recommended read on business and brand management.
If you have ever been to a Four Seasons you will notice the fine attention to just about every detail imaginable and it all starts with the staff.
The main point I got out of this book written by Isadore Sharp is the following:
Customer Service
Customer service is pretty much separated and distinguished the Four Seasons hotel and resorts from other hotels.
When you have the lowest rank of your staff drinking your company’s philosophy kool-aid, then you know your customers should be in for an excellent experience. However, it all starts at the top, in this case with Isadore Sharp.
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