Great Customer Service Doesn’t Cost -- it pays

The Ritz-Carlton hotel company is often referenced as an example of a company that gets customer-focus. In fact, every employee carries a pocket-sized fold-out card with the company’s Credo:

The Ritz-Carlton Hotel is a place where the genuine care and comfort of our
guests is our highest mission.
We pledge to provide the highest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambiance.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.

Plus, in large, bold type, is the company’s motto: “We are ladies and gentlemen serving ladies and gentlemen.”

Additional information includes three essential steps of service (greeting, anticipation of needs, fond farewell) and a summary of their 20 basics of good service.

By my count, only 2 of the 20 basics of good service have a financial cost -- training and resolving customer issues. And even those don’t necessarily cost anything.

Also, these 20 basics could easily be adopted by virtually any service business in the world. Yet I think you would agree each of these basics would improve your service experience. (Shoot me an email and I will send you a copy if you don’t have one)

So it begs the question; why aren’t more companies doing it? Something to think about.

Cheers!

Bill's passion is branded customer service that exceeds expectations. He works with clients to activate a “customer-focused” culture where engaged employees internalize the brand promise and deliver an intentional Branded Customer Experience -- internally and externally.

As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.

For more information please contact (905) 841-3191
Email: bill@billhogg.ca, Web: http://www.billhogg.ca/