I was lucky enough to be staying at a Ritz-Carlton a couple of years ago and poked my head into an employee break room out of curiosity. There was a poster on

I was lucky enough to be staying at a Ritz-Carlton a couple of years ago and poked my head into an employee break room out of curiosity. There was a poster on the wall that said, "You have the responsibility and authority to handle the customers problem" I am sure they had been told that in training, but there it was as a daily reminder. Everyone starts a new job with enthusiasm, but I am sure the "I just work here" crowd have been smacked down more than once when they went out on a limb to do what they thought was the right thing.