How does Ritz-Carlton Hotels do it, you ask? As you enter the lobby, the bellman greets you graciously and smiles; the clerk at check-in smiles; as you make your way to the room, two maids pass by and they smile at you, also. Everywhere you go, Ritz-Carlton employees smile and warmly say hello to you.

You might argue that it’s their prices...after all, for what they charge they attract and hire only the best employees. It’s not the money at a Ritz-Carlton. It’s the mantras.

Each day, each hotel employee receives a memo from the director of guest services. The information changes daily, but each memo offers the "mantra of the day" – one key service idea for every employee that day.

One day it may be, "Remember each guest’s name and use if often." Another day, "Pick up any scrap of paper or debris you see." On that day you checked in, the mantra was, "Smile and warmly say hello."

After reading and practicing one mantra day after day, the mantras become habit. Start practicing today...choose one "mantra" for your company and employees and practice it every day. Your words and facial expressions will become your behavior and new habits. At the end of the year, everything will be different: those you touch, those you serve, your business. As I enjoy saying: "Don’t just work on being better. BE DIFFERENT."

Want more ideas to enhance your business and professional life? Call Mike Kubasak, "The Funeral Director’s Coach." You’ll be warmly greeted and glad you did.