The Four Seasons' secret

03/25/2009 | Harvard Business Review online

Peter Bregman, CEO of a global management consultancy, prods the general manager of the Four Seasons in Dallas to figure out how this hotel gets customer service so right. The GM, Michael Newcombe, says he learned the value of "proximity management" from the hotel chain's founder, Isadore "Issy" Sharp. He keeps Sharp's corporate culture alive by enveloping the employees in trust.

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