Preparing employees for the immediate work in front of them is a challenge. While most companies are still mastering effectively training their own workforce, some, such as "Training" magazine Top 10 Hall of Famer The Ritz-Carlton Hotel Company, have set up for-profit academies open to the public. When Ritz-Carlton won the national Malcolm Baldrige Award not once but twice in the 1990s, the company knew it had an opportunity. The hotel, renowned for its customer service, had become a master at creating engaged and loyal guests. The way it did that was through a workforce that fully understood what it meant to keep those guests happy. The company's Learning and Development professionals wondered if they could benefit other organizations by sharing the lessons they taught their own employees. In addition to being a good corporate citizen, the company knew that sharing its customer service training wisdom also could generate a new profit stream. It wasn't long before The Ritz-Carlton Leadership Center, a corporate university open to the public, was born. In this article Diana Oreck, The Ritz-Carlton Leadership Center Vice President, offers some advice.