Customer Service Difference #3: Ritz Carlton

September 01, 2006Behind the Scenes, Culture, Customer Service Experience, Etiquette, Exercises/Resources, Hiring & Training, Little Things, Big Differences, Specific Companies 13 Comments

The Ritz Carlton Hotel Company is another famous example of a customer service-orientated organization that succeeds because of its customer service.

The luxury hotel market is very competitive and Ritz Carlton has some very worthy competition which I haven’t not mentioned (Four Seasons, Mandarin Oriental, and many others) that are also known for superior customer service. Ritz Carlton is perhaps one of the more notable hotel companies when it comes to customer service, though I’ve been impressed by pretty much every hotel in the luxury hotel market. They all seem to do a great job and those that don’t, don’t succeed.

This is an interesting page on the Ritz Carlton’s web site. It outlines some of the reasons why they are an exemplary customer service company. The page is worth reading and examining.

Look at the three steps of service:

  1. A warm and sincere greeting. Use the guest’s name.
  2. Anticipation and fulfillment of each guest’s needs.
  3. Fond farewell. Give a warm good-bye and use the guest’s name.

That is an excellent customer service experience. That is what the best customer service representatives do and if you go to a Ritz Carlton, you’ll notice they actually do that.

Their service values further represent Ritz Carlton’s commitment to customer service. There are only 12, but they cover a lot and mean a lot. Their sixth value: “I own and immediately resolve guest problems.” is something that more companies should do. Employees at companies should take ownership and work to resolve customer problems.

It is obvious Ritz Carlton spent a lot of time in developing their service values. They are also rules and policies that are very objective (such as the above mentioned sixth value) as well as more philosophical things such as number seven: “I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.”

As an executive at your company, you should sit down with a group of employees, and devise customer service standards like the ones that Ritz Carlton has. Address problems that your customers and your industry experiences and come up with solutions.

The most important part is to be consistent and follow through with what your standards say. If your standards state that employees should greet people by name, make sure employees do. If your standards state that employees own problems until they are resolved, make sure that the policy is always listened to.

I’ve also added Rackspace to my list of companies to talk about.

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13 Responses to “Customer Service Difference #3: Ritz Carlton”

  1. Richard Yoo said:

    Sep 02, 06 at 1:02 pm

    Can’t wait to hear about Rackspace. 😉

  2. Starbucker said:

    Sep 04, 06 at 8:14 pm

    I love this company too – they’ve certainly inspired me to develop value and principle statements for my service company. Simple courtesy and a big smile are things that create lasting impressions (and customers!). All the best.

  3. Meikah said:

    Sep 05, 06 at 3:35 am

    I often hear good things about Ritz Carlton. Although I haven’t been to one, I now look forward to visit them and see how they care for their customers.

  4. Phil Gerbyshak said:

    Sep 08, 06 at 4:38 pm

    It’s a great thing to define the culture like the Ritz has done, and admittedly all companies should have something like this. But really, the key is in the execution. The Ritz is passionate about service, and makes sure all of their employees are passionate about service, from the top to the bottom. You can know the Ritz’ plays, and they will STILL execute the pants off of you!

    What every company needs to do is develop a culture like the Ritz. That would be breathtakingly GREAT!

  5. Successful Blog - SOB Business Cafe 09-08-06 said:

    Sep 15, 06 at 9:28 pm

    […] Service Untitled takes us to the Ritz. […]

  6. Custserv » Carnivale of Customer Service: Providing Impossible or Exceptional Service - The New Competitive Edge said:

    Sep 25, 06 at 9:06 pm

    […] Doug of Service Untitled, shares how Ritz-Carlton has remained the best hotel there is by giving personalized service. Ritz warmly greets customers by name, anticipates and fulfills every customer’s needs, and sends them off with a warm good-bye as if the customer is part of family who will ba back again soon. […]

  7. Successful Blog - 20 More Successful Bloggers’ Most Successful Posts: Afternoon and Evening Links said:

    Oct 27, 06 at 10:21 am

    […] Customer Service Difference #3: Ritz Carlton and Who else wishes there were no moronic idiots in customer service? […]

  8. Essential Keystrokes » Successful Blog Knows How To Throw A Party said:

    Oct 27, 06 at 10:52 am

    […] Customer Service Difference #3: Ritz Carlton and Who else wishes there were no moronic idiots in customer service? […]

  9. A Place To Come Home To: Successful Blog » TravelBlog Archive » Family Travel said:

    Oct 27, 06 at 2:49 pm

    […] Customer Service Difference #3: Ritz Carlton and Who else wishes there were no moronic idiots in customer service? […]

  10. monica osby said:

    Mar 25, 08 at 7:01 pm

    It is always important to be comfortable, sometimes that will cost you alot of money. When you are satisfied price doesnt always matter. Having great customer service is very important.Whenever you have a problem someone will be there to help you thats what count.GOOD quality service is what keeps the customer coming back. There is no competition when you are doing a great job satisfying the customers.If I could visit The Ritz that would be a great experience.

  11. Jimmy Dubose said:

    Aug 27, 09 at 10:42 pm

    I think The Ritz Carlton Hotel explained what is excellent customer service. There were a few standout points that I fought very essential to great customer care. One example that I like was the fact that they insist that there employees greet guest by their name. Greeting customer by name lets the customer know they you appreciate your business and important to the company. I like the fact that the employees make sure they resolve any problem guest may have. Also,being consistent and following up with what your standards are important.

  12. Wendy Griffin said:

    Dec 02, 09 at 3:20 pm

    This is my first time hearing about the Ritz Carlton Hotel. I have read some wonder stories about there customer service and staff. I would love to give them a visit.

  13. Lady Spell said:

    Feb 20, 10 at 10:54 pm

    I can’t completely agree with employees owning customer problems. I worked at a company where if we tried to resolve a customer’s problem, we were reprimanded. Yet they turn around and expect us to fix the problem. However we had no resources to do do. Everything we could do to resolve an issue was considered off limits to regular workers. Only management was allowed to use these techniques. I personally feel that companies need to allow employees free access to fixing customer problems before employees are expected to “own” them.