Fundamental of the Week #7: Always Serve the Customer
Remember our founding principle “we work in partnership,” always! In all situations do what’s best for the customer, even if it’s to our own detriment.
In order to do this you have to have a commitment to the customer experience (CX), which includes the entire client journey – from start to finish. To be the best, you must learn from the best. One of the best early adopters of providing consistently exceptional service with a focus on customer experience is the Ritz-Carlton.
One of the ways Ritz-Carlton went about creating this customer-centric culture was through their 20 Basics, a series of service excellence behaviors taught to all staff. These Basics were listed in numerical order and printed on laminated cards and carried by all staff. Each day one of the Basics was featured in the Daily Line-up, occurring for every shift in every department, at every property around the world.
Thorough our association with High Performing Culture, we have been inspired to create our own set of fundamental behaviors, which includes this week’s: ALWAYS SERVE THE CUSTOMER, and to teach our clients to do the same. Click here to read how David Friedman’s quest for consistent service excellence found himself at none other than the Ritz-Carlton:
Happy Holidays, y’all! All my best,