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Members of our Waste Management San Diego/Orange County leadership team had the opportunity to learn about Ritz-Carlton’s Legendary Service at a symposium led by Brian Grubb. More

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Steve Jobs by Walter Isaacson
Chapter Twenty-Nine
Apple Stores: Genius Bars and Siena Sandstone
Pages 375 – 376

Another notable feature of the stores was the Genius Bar. [Ron] Johnson came up with the idea on a two-day retreat with his team. He had asked them all to describe the best service they’d ever enjoyed. Almost everyone mentioned some nice experience at a …Ritz-Carlton hotel. So Johnson sent his first five store managers through the Ritz-Carlton training program and came up with the idea of replicating something between a concierge desk and a bar. “What if we staffed the bar with the smartest Mac people,” he said to [Steve] Jobs. “We could call it the Genius Bar.”

Read the full article
How the Ritz-Carlton Inspired the Apple Store [video]

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