The Ladies and Gentlemen serving Ladies and Gentlemen...Such an enigmatic phrase. When we went to the Ritz Carlton Corporate office, we had no idea the service we were about to receive. When we first arrived, we were shown into the board room by the VP of the Leadership Centre, Diana Oreck. Everything was thought of. There was a lovely drink station with freshly brewed coffee as well as a personal notepad, a Ritz-Carlton Pen, an individual copy of the Credo Card as well as Diana's business card. These little details signaled to us that we were very important guests.
After some brief introductions, we made our way upstairs for the morning lineup - what an event! Everyone is immediately addressed as Ladies and Gentlemen, and everyone seemed genuinely happy to be there. We all then made our way back to the board room to listen to Diana give her speech. There were many "golden nuggets" along the way that took the ideas to a personal level and made it relevant to service standards.
Altho everything that we learned in the presentation was important and offered extremely valuable insight, I think the one thing that really resonated with me was the fact that employees refer to themselves as Ladies and Gentlemen. This is actually pretty huge because this validates who they are and what they do. By referring to themselves in such a positive light, they have actually removed themselves from the context of being "just the help" to Service Professionals.
As Service Professionals, they continue to strengthen their vocation to serve others and take their credo to heart. This is so important when setting the standard of excellence in customer service and satisfaction. I really wish other business could take this into consideration.
-Patrick Drennen
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