Ritz Carlton, The name embarks a benchmark in exceptional customer service standards in luxury hotel business. So as their Slogan, Mantra or CREDO…
“Ladies and Gentlemen service Ladies and Gentlemen”
Anyone who comes across this mantra or CREDO would be amazed by the power of this simple statement of this renowned organization’s perception towards its customers and employees.
Ladies and Gentlemen service Ladies and Gentlemen
What is your Business CREDO? Easy to understand mantra’s ensure everyone understands it and acts to support it.
Any of the top companies always be a little over than average when it comes to customer satisfaction all the time. At Ritz they always create over the top experiences; as their co-founder, former president & COO Mr. Horst Schulze and other customer service experts invariably mentions “When you have the opportunity to go over the top, seize it”. And simply that’s what they teach their employees; they don’t hire people just for a function they hire them to join to be a part of a vision of a dream making and that simple mantra does it clear for those who join them and their purpose is crystal clear in every sense.
During the past few years I had the opportunity to travel around and stay in few of the best luxury hotels & I had stayed in Ritz Carlton in two of their finest hotels in the Middle East, Ritz Carlton |Abu Dhabi, Grand Canal & Ritz Carlton | Dubai (DIFC).
The recent one being in Dubai a couple of days’ official stay & I was amazed on the second day morning at their breakfast restaurant (Cara); when the waitress served my coffee on the table with latte art ‘15’ and wished “Advanced Birthday wishes Mr. Jacob”…….. I was there on the second week of February 2018 and my birthday was a couple of days away on the 15th! Technically it could be an easy task to pick the data from my travel documents but still! from a customer’s point of view, after almost 2 years I still remember that experience; what would else you expect from a customer service – Make someone special. I regret I couldn’t recollect the name, of the Lady who served me on the table who I believe was from Philippines, sorry about that.
No wonder why someone like Steve Jobs admitted that he had inspired by the customer service standards of Ritz and has focused to implement the same sort of customer service experience when he had opened his Apple stores back in 2001.
A simple yet powerful concept you can take from Ritz is don’t hire people to work for you, hire them to join you to be a part of a vision, a dream, give them a purpose; As Aristotle teaches every man’s life has a purpose and that the function of one’s life to attain that purpose.
It is not just about the pay; you have to treat your employees right, respect and honor them as human beings don’t hire them just to full fill a function like a ring in the chain. Hire them to be a part of a purpose give them belonging & empower them, again in Ritz employees are empowered to spend up to $2,000/- to make a guest happy, if there is a problem.
Treat your employees like they are the customers, if not even better
HAPPY EMPLOYEES MAKE HAPPY CUSTOMERS
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