The company believes that internal customers should receive a higher quality service than the external customers. In Four Seasons, employees are the internal customers since they provide the service or product sold to eternal customers. For a company to meet the expectations of the external customer it has to focus on their internal customers. A solid training program that allows for recognition and awarding system creates satisfaction for the employees and increases motivation.
For example, at Four Seasons every employee is an innovator while the facility they work in is their lab. The company recognizes that everyone has a unique idea thus; it is worth to lend them an ear. This implies that the best ideas can only be gotten from people on