Measuring Your Success

So, you’ve implemented the five Gold Standard principles discussed in “Put more ‘wow!’ in your service,” and now you’re thinking "How am I doing?” Taking a page from The Ritz-Carlton’s playbook can once again prove beneficial. Ritz management is meticulous about measuring performance. Of course, their metrics would be much different than what the automotive industry would require. But, understanding what metrics to use and benchmarking your performance is critical to continuing to "wow" your customers.