At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." Ritz-Carlton Motto
The Ritz-Carlton continues to create customer service experiences that distinguish its brand, grow its loyal fan base, and improve employee autonomy. Chris Hurn describes a Ritz-Carlton customer service experience that illustrates how Ritz-Carlton team members went the extra mile to exceed customer expectations. See Full Article – http://www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html
"It goes without saying that the Ritz-Carlton can count on my family to be repeat customers. But I'm also telling you (and everyone else who happens to read this story). This is something I've always told my staff — create an experience so amazing that someone can't help but tell others about it, and you're sure to succeed. I'd also venture to say that Aaron (of the Ritz-Carlton Loss Prevention Team) and his cohorts had a pretty good time documenting Joshie's vacation, and employee morale is a huge part of creating a great customer experience."
Three Steps Of Service
- A warm and sincere greeting. Use the guest's name.
- Anticipation and fulfillment of each guest's needs.
- Fond farewell. Give a warm good-bye and use the guest's name.
What instances have you seen where our people go out of their way to exceed customer's expectations?
Share your experiences in the comment section below" ?
What instances have you seen where our people go out of their way to exceed customer's expectations? Share your experiences in the comment section below.