At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." Ritz-Carlton Motto
"Stuffed Giraffe Shows What Customer Service Is All About"
–Chris Hurn, HuffingtonPost.com
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.
2 thoughts on “Ritz Carlton Customer Service”
Lori Warburton was the prime example of great customer service. She went way beyond expectations to help and make sure the customer was satisfied before leaving. When we give the customer a great experience from start to finish they will tell other potential customers and they themselves will return. We need to remember that the customers are our bread and butter and to treat them with the respect they deserve.
I was at a presentation last week at digital dealer given by one of the executives from the Ritz Carlton and he shared this story. I challenge everyone to use this as an example of what we should be doing for our customers and the level of service we should be giving in every instance. This one tops the chart in my book.