Great Customer Service Doesn’t Cost -- it pays (Part 2)

I thought I would share a couple more gems learned from The Ritz Carlton that I think are “must do’s” at any organization looking at improving their customer-focus.

The first one that really stands out I call hiring for character versus competence. I understand the initial hiring process at The Ritz Carlton is a telephone interview conducted by someone outside the HR department. This is done to ensure that the focus is on character versus competence (skills). They use a standardized set of questions that focus on character attributes such as; work ethic, self-esteem, empathy, and team-orientation. Only if they successfully pass this initial screening are they evaluated on the basis of their ability to do the job.

I think this maybe the single most important step when building a culture of customer-focus. This ensures that members of the team are like-minded in their commitment to delivering an exception customer experience.

John C. Maxwell is credited with saying, “People don’t care how much you know until they know how much you care.” I couldn’t agree more.

The second gem is that each employee must sign an agreement that clearly sets out expectations. This is both cultural as well as job related. It is also signed by their Manager.

I think this is important for 3 reasons.

1. It sets expectations which can be measured against and therefore exceeded. Something we generally agree needs to be done with external customers -- so why not internal customers.
2. It balances job performance tracking with cultural behaviour measures. Too often companies are good at the job measures, less disciplined with cultural measures.
3. An agreement indicates that both parties have responsibilities for success. Implicit in the signature by the Manager is their commitment to helping the employee be successful.

Third gem, employees are required to use the same standards when dealing with their colleagues as with external customers.

I love it -- 3 easy steps that add no cost to improving customer service!

Shoot me an email if you would like a copy of their 1999 application for the Malcolm Baldridge National Quality Award - it’s great reading

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/