It didn't surprise me to find The Ritz-Carlton on BusinessWeek's 2008 Customer Service Champs ranking (BusinessWeek.com, 2/21/08). When I was researching inspiring leaders, I spent time with Ritz-Carlton President Simon Cooper, who discussed how his company strives to engage its staff to increase employee satisfaction and improve customer service. I saw his strategies in practice when I attended staff meetings run by managers at the San Francisco Ritz-Carlton and described a few of them in a previous column (BusinessWeek.com, 2/13/07). Now, I've returned to my notes to expand on ways you can incorporate techniques from the upscale hotelier in your own company.