Brand and service standards are very important to uphold in the business world. Micah Soloman’s Forbes article How Ritz-Carlton And Four Seasons Empower Employees And Uphold Customer Service Standards discusses an ideal way to develop training and enforcement programs for standards. This ideal system is called PEPI. PEPI is an acronym for purpose, enforce intelligently, peer pressure, and input. Soloman describes these key phrases as:
“Purpose: Employees have a clear sense of purpose—and how the standard fits into it.
Enforce intelligently: Keep things visual, train, and reinforce.
Peer pressure: Positive peer pressure is a must.
Input: Employees are able to have a say in the refinements, changes, and even possible future abolition of the standard.”
Do you think the Four Seasons hotel sufficiently meets the PEPI standards?