In Verlatti Diaries, Mike shares insights about how we innovate as a media and technology company.

While building this business, I often study other successful organizations and look to enhance my knowledge and then apply these learnings into my daily routine, to help others at the company. The best example of a company that I admire and one day aspire to mirror is Ritz-Carlton.

An experience built on quality

The luxury hotel brand set up shop in Charlotte, North Carolina in 2009. Over the last seven years, I have visited as a guest but also as a produce, tasked with utilizing their amazing facility for special events.  Each time I visit I am consistently impressed with their hospitality and facilities.  Regardless of whether I am there to visit the Spa & Wellness Center or simply grab a lemon macaroon from their sweets bakery (Bar Cocoa), their attention to detail and service quality is something that other companies should emulate. Personally, I hope to one-day master this very skill.

What I’ve learned

A few years back I read The New Gold Standard: 5 Leadership Principals for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. This book reinforces the importance that the Ritz-Carlton company places on service and the level in which they empower their employees to exceed the expectations of each and every customer.

The front desk clerk remembers my name and the cleaning staff looks me in the eye when they wish me a good morning. These subtle details prove to me that the entire company embraces their credo—their mission of “Ladies and Gentlemen serving Ladies and Gentlemen.” This isn’t just a marketing slogan hung on the wall in the employee breakroom, but something that goes deeper— it is something that is ingrained in the culture.

The next time you are price shopping for a hotel room, a restaurant, or a special event company, I am confident that what you receive from this vendor can meet this promise.  The difference between a Ritz-Carlton and the Westin is more than just the beds. It’s found in the very lifeblood of the corporate culture itself.


Mike Verlatti is the COO of ISM Connect

ISM Connect
100 S. Main St.
Doylestown, PA 18901