Ritz Carlton Customer Service Tips
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- Опубликовано: 2 сен 2017
- The Ritz Carlton hotel is one of my favorite companies. Why?
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This company’s system is excellent, and their team is superbly trained. Employees recognize guests and call them by name. They pay attention to the details. Everything they do is just a little above the norm. Do you know which company I am referring to? If you guessed Ritz-Carlton, you would be right! So, let’s get to it - here are the top four lessons you can learn from the Ritz Carlton to help improve your organization’s customer service:
1. Create a Customer Service Mantra - Now I know if you’ve been following my work, you must have heard me mention this before, but Ritz Carlton has one of my favorite mantras, since it’s short, easy to remember, and it’s sums up how they see their customers. Their mantra is, “We are Ladies and Gentlemen serving Ladies and Gentlemen.” The key to this is to make it easy to remember and ensure everyone in the company understands it and acts to support it.
2. Create Over-the-Top Experiences - By this, I mean when you have the opportunity to go over-the-top, seize that opportunity and deliver not just an amazing (or above average and consistent) experience, but go above and beyond to surprise your customers. Ritz Carlton must have hundreds of stories of these over-the-top experiences, but since we don’t have all day - I will share one of my favorites. There was a family staying at a Ritz Carlton in Toronto, and the kids decided to start playing floor hockey in the hallway, but when a customer complained the Ritz stepped in. They spoke with the parents and politely informed them that the kids could not play hockey in the hallway, the parents understood and were happy to comply, and this is where most stories would end; but not at the Ritz. They took care of the guest who was complaining - yes, but they wanted to also ensure the family was well taken care of - so they setup a hockey game in an unoccupied banquet room, and to take it one step further some of the hotel employees joined in and challenged the family to a game. The family won the game and you can bet they enjoyed their stay and had a great story to tell everyone about the Ritz.
3. Put your money where your mouth is - It all starts with hiring right. A well-trained employee should be trusted and be allowed to make mistakes and learn from them. The Ritz Carlton backs up this philosophy by allowing each employee to spend up to $2000.00 per day, per guest, to make things right and keep their customers happy. If Ritz is willing to place a bet that big on its employees’ judgment and customer attitude, you can bet the company has hired and trained them well. Ritz knows the value of keeping a customer! So, think about this the next time a customer has an issue that could easily be resolved by a few dollars - will the value of keeping this customer happy be worth those extra few dollars?
And Finally,
4. “Treat employees like they are the customer - maybe even better” - The Ritz-Carlton is recognized worldwide for being a quality organization. They understand the importance of outstanding customer service. Just as important, if not more so, is that they also understand the value of their employees, the internal customers. The Ritz-Carlton was hired to manage an existing hotel in Shanghai. They brought in many of their experts and determined that major renovations were needed. The first phase of the renovation was their Employee Entrance. This may seem strange to most, but is the norm for the Ritz-Carlton. While the renovation was relatively inexpensive, it sent an important message to the employees, who were employed by the previous management company. It demonstrated that a new higher standard of quality and service was expected, and that the employees were incredibly important to the process.
So, there you have it, four ways Ritz Carlton delivers amazing customer service day after day and year after year. These tips are applicable to every company in any industry. Define your customer service mantra, create over-the-top experiences, put your money where your mouth is, and treat employees like they are the customer - perhaps even a bit better.
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ShepTV is another Shepard Presentation (www.ShepTV.com)
This video will answer the following questions:
1. How can I have customer service like Ritz Carlton?
2. How can I create a better customer experience?
3. What can I do to make better customer experiences?
4. How can I provide better customer service?
![Customer Says, “I Want to Think It Over.” You Say… [Sales Tactics]](http://i.ytimg.com/vi/EBq3IaK9690/mqdefault.jpg)
![Customer Says, “I Want to Think It Over.” You Say… [Sales Tactics]](/img/tr.png)
"We are ladies and gentlemen serving ladies and gentlemen" can become contagious and a two way street, influencing the customers to treat the staff more like ladies and gentlemen in return; and to be more loyal and cheerfully spend more money with the Ritz (or any company).
The Ritz Carlton with their countless rave reviews must be the standard for the 'wow' culture, not just in the hospitality business, but in the Service industry as a whole.
We've stayed at the Ritz in Hong Kong, Bahrain, and San Francisco. absolutely fantastic. We currently live in a Ritz Carlton residents apt. Best of the best.
Many years ago I took Aerlingus to Ireland on vacation, returning to the US on British Airways. The service I received on these flights was embarrassing - because it was so GOOD.
I am proud to be Ritz-Carlton
I'm just entering the customer service area and these are great tips, applicable to all aspects of service. Thank you
Thank you!
Good Evening!
I am Feeling encouraged.As a...
God Bless you Today and Always.
Thank you for good instruction.
This great, I didn't know that there was a business that really cared about its customers and employyes.
Hello Shep,
Thank you, i did enjoy this video, i will remember to always be amazing
That's actually their Motto. Their Credo is The genuine care and comfort of our guests is the highest mission.
After being an employee for so many years (many years ago), you missed the rest of the credo (that was on a fold out card we carried as part of our uniforms/suits). Being....The Credo. The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.
This has slightly changed from the original credo back then, but is the same message.
And opposite it on the card was 'the three steps of service'. Basically it highlighted a warm welcome, a great stay, & a fond farewell, to paraphrase.
Very informative video, Shep. Great stories and examples. Thank you!
Thanks, Daniel!
Brilliant video, I use a lot of the Ritz-Carlton techniques in my butler training
Thank you!
Never did I consider customer satisfaction as importance as now, after listening and going through this tutorial. The communication message is strong, clear and worth adopting, Customer satisfaction is the power to customer retention and loyalty. I entirely agree with the employees training, rewarding and recognition but I was also very disappointed with the first video of the irresponsible front office staff.
Excellent tips!!! 👍👍👍Concise and informative. Thank you for sharing ❤
Thank you!
Awesome Ritz Carlton Service is Rich Service...
I will use this lesson to go above and beyond with my customer service skills to make the guest feel like home.
I know Im randomly asking but does anyone know a tool to get back into an instagram account..?
I was stupid lost the password. I would love any tips you can give me.
@Onyx Harper instablaster :)
@Bo Bronson thanks for your reply. I got to the site through google and im waiting for the hacking stuff atm.
Seems to take a while so I will get back to you later with my results.
@Bo Bronson It did the trick and I now got access to my account again. I'm so happy:D
Thank you so much you saved my ass!
@Onyx Harper no problem xD
One public speaker posted an article online about a not-so-positive experience at the New Orleans Ritz. And to add insult to injury, his comp Eggs Benedict breakfast appeared as a monetary charge on his folio. "The Car Pro" Jerry Reynolds also remarked on the radio that the Detroit Ritz was "dirty".
Hi! Is it possible to include captions on the videos? Not only for deaf but for people that does not speak a fluently english and need to follow the words? Thanks
Can you upload a Spanish Version of the video please?
Above & Beyond
Love it
Thanks
I'm a nurse and my hospital is hardcore over the top Mag Mile customer service.'
I'm apply to job in Steward
I’m interested sir
Is this a video on how to Milly rock
Henry Paz vibe tho?
👍👌
Yeah but after any significant time working for the Ritz you realize that it’s just a philosophy and much harder to actually practice. After busting by butt for years being understaffed and unsupported by the leadership team they brought us all in and told us in one week our whole department would be let go. They figured out a way to do it cheaper by outsourcing the work.
You aren't ritz carlton.... that's why YOU were let go!!
@@504gaming4 go back to your video games
Well the chain is currently owned by Marriott. And I've had mixed experience with their hotel chains.
They only created an entrance for the employees because they didn’t want the employees walking in the same entrance with the guests looking all tacky, duhhh🙄
I guess all hotels has a separate staff entrance.
What if a nigga twerk on the ritz carlton??
"We're Ladies and Gentlemen Serving Ladies and Gentlemen" is actually "NOT" the ritz carlton credo!!
That is true. I worked at a Ritz Carlton 30 years ago and it was the best job of my life. While "ladies and gentlemen serving ladies and gentlemen" was our mantra, the credo (which we all knew by heart) is "The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.
We pledge to provide the finest 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."
Incredibly boring