Wow Delivered!

     

     On Tuesday at the Ritz Carlton Leadership Center the “Wow!” experience was delivered!   Our class learned many things about the Ritz’s world class customer service style; but, also about the Employee Promise, Credo, Three Steps of Service, Service Values and many other things.  There were so many “lessons” and/or “golden nuggets” that resonated our class such as: 

                             

                         “Somehow we never have enough time to do it right the first time; but, there is                                     always enough time to do it right later.”

                              “Consistency leads to trust.”

                              “Never hand over your emotions.”

                              “Radar on -- Antennas up!”  

                              “There is no room for defensiveness in business – people will vote with their                                          feet.”

                              “Pain is your friend.”

                              “QTIP – Quit Taking It Personally”

                              “If you receive a complaint, own it.”

     This experience truly “wowed” me and emphasized the importance of getting it right for the customer the first time.  I also thought that the $2000/day minimum given to employees for empowerment and customer satisfaction was absolutely outstanding!  I also liked how Ritz Carlton erases from everyone’s vocabulary “just a” – in other words never say:  “I am just a dishwasher”  -- there is no such thing in this culture.

     Because of this wonderful experience I will always work to learn more from this company and team.  I encourage others to do the same and start with this wonderful article where Diana Oreck, the VP of The Leadership Center, shares the secret to legendary service in 2015.  

“The Concept of Creating Unique, Memorable and Personal Experiences is Timeless in Legendary Service,” by Diana Oreck, Coaching the Conversation Newsletter for St. Meyer & Hubbard, January 2015

HM