Excerpt from the book, Flock Not Clock. The Power of Sharing Mental Models: Wow Stories "I am empowered to create unique, memorable and personal experiences for our guests." This simple employee statement (number 3 on the Ritz-Carlton’s list of 12 service values) exemplifies a culture in which employees are empowered to learn. Ritz-Carlton, one of the world’s most recognized luxury hotel chains, with 90 hotels and resorts around the world, uses organizational learning to drive its award-winning customer service. They do so by building capacity through institutionalized processes they call Daily Line-Ups and Wow Stories that use the power of storytelling as a way to spread learning across the organization. At 9 every morning, Ritz-Carlton employees (referred to as “ladies and gentlemen”) meet for their 15-minute Daily Line-Up. All employees, irrespective of position, meet to discuss their wins and losses, and to share their own stories. Empowered by the Gold Standards of the company, employees are encouraged to share stories in which they created a wow moment for a guest. Wow Stories range from small personal moments to complex and involved displays of caring.