Comments on: Learn to give “white glove” service

By: Jake

Jake — Mon, 03 May 2010 08:30:05 +0000

Having also worked at a Ritz carlton for a couple of years, I too can memorize the Credo and Employee Promise. I believe that the Ritz Carlton Company has a great philosophy. Imagine working for an Organization that says ‘ we are ladies and gentlemen, serving ladies and gentlemen’. Unfortunately, I have come to realize after some time that a lot of it is just fluff…a great marketing tool. If one goes behind the gilted lobby, the real story unfolds.

Yes, we do everything within our power to make the guests feel truly welcome and to provide that unique experience, but this comes with a heavy price tag….overworked and stressed out staff!!! I have learnt a lot of great things at the Ritz Carlton but I left it, like many others because I also learnt that I could not uphold or believe in an illusion. I am sure that many at the Ritz Carlton truly do their best, but I felt that many leaders were simply reciting a mantra without really feeling the essence of the philosophy.

I still do have great feelings for the Ritz Carlton, but sometimes it feels like I am revisiting a long lost lover whose memory I wish would simply fade away.

By: Rick Stewart

Rick Stewart — Fri, 11 Dec 2009 01:15:07 +0000

Michael,

What a unique experience that you will be able to take with you and use the rest of your life. Quality will never be a passing trent … It leads to satification of our customer base. I once heard that a happy customer will tell two to three people and an unhappy one will tell ten to fifteen. Thanks for posting.

By: Simah Benyamin

Simah Benyamin — Wed, 25 Nov 2009 19:00:52 +0000

Thanks Michael. White Glove Treatment, I really like that. That is now my Tag going into 2010; starting right now. I’d like to use that on my website.

By: Dennis Doll

Dennis Doll — Mon, 23 Nov 2009 13:32:43 +0000

AMEN! Those who follow the Golden Rule, earn the Gold!

By: Joslyn Moore

Joslyn Moore — Fri, 20 Nov 2009 21:45:01 +0000

Thanks Michael,
In the everyday world of get it done now, sometimes we forget about the total experience the customer or client’s we serve, has during the total process.
We have the greatest job in the world, helping someone find a home. They should be made to feel like a V.I.P. Remember at the end of the day, if we have done our job well, we have helped someone move into their own private palace.

By: Sandi Rdorick

Sandi Rdorick — Wed, 18 Nov 2009 21:34:26 +0000

Excellent article, Michael. You are, as always, on target. It doesn’t matter what field or profession we’re in, the one thing that makes us alike is customer service. Too many tend to think customer service pertains more to the “worker bee” end of most positions, when in fact we are all CSRs. How we approach that service from the penthouse to the parking garage speaks volumes about our professionalism. I like to think I tend to treat people the way I want to be treated. I try to recognize them as individuals rather than a demographic. I want to be treated with respect and an acknowledgement that I count for something. I think most people do. I am always amazed, but pleasantly so, when people tell me how welcomed I’ve made them feel when they leave my office, for example. It tells me that without realziing it, I’ve accomplished being a good representative for my company and that is a reward to me! Like the Ritz-Carlton, Metro Brokers offers the top of the line in real estate expereinces to the agents and staff- being the best and givng the best. That credo is spread out into the community every day. It’s no wonder others look to Metro Brokers as the leader in real estate changes. As we enter into a new company phase and a new year, the exctiement can be felt tingling in the air and the anticipation of good things to come can be seen on all the company faces! Here’s to success again in 2010!

By: Corey A. Mason

Corey A. Mason — Tue, 17 Nov 2009 21:02:50 +0000

Michael,

This was a great article. I brings to mind the book “Raving Fans”. I worked for a company years ago. The manager decided to ask us to read the book and write a report of our findings. I took this very seriously and the report actually helped me to understand that I was with the wrong company.

By: David K. Scott

David K. Scott — Tue, 17 Nov 2009 16:59:48 +0000

Providing excellent customer service should always be a priority. I believe that in order to consistently provide the highest level of customer service that you can you must understand its importance. If you are not providing the client with what they need they wil simply go elsewhere.
You should always desire to please the client to the point that they are willing to let others know how happy they were with the services that you provided to them. We don’t sell houses in real estate, we sell services.

By: John Baker

John Baker — Mon, 16 Nov 2009 21:15:04 +0000

Great Blog Michael. I attended a GAR convention at the Ritz Carlton at Amelia Island about 10 years ago and was so impressed with the employee who was assigned to handle our needs during our committee meeting that I began to discuss the Credo with her. She spent about 10 minutes doing just what you have done in your article above and what a lasting impression we all received, being the leadership of GAR that year. She then offered me a copy of the Credo to have, which I immediately said “yes”. I have it with me every day as I carry it in business card holder. Perhaps just as important are the 3 Steps of Service on the back of the Credo. 1. A warm and sincere greeting. Use the guest name if and when possible. 2. Anticipation & compliance with guest needs; and 3. Fond Farewell. Give them a warm good bye & use their names if & when possible. Very good stuff indeed!

By: Anne Langley

Anne Langley — Mon, 16 Nov 2009 15:46:11 +0000

Great words of wisdom. We all need to be reminded that we are in a SERVICE oriented job. The golden rule certainly applies here. I always try to treat my clients the way I would want someone to treat my parents. It only takes one client who has a bad experience to ruin what we all strive to keep”our good name”.
Thanks for your continued support and being a great cheerleader for all of us.

By: Pat Viohl

Pat Viohl — Mon, 16 Nov 2009 14:20:07 +0000

Excellent article and a good reminder about putting the welfare of the client first and foremost in the process. That old saving really is true – people may not always remember to tell folks about the good customer care experience they had, but they will share ad nauseum the BAD experiences, so it behooves us all to be well behaved, respectful and attentive!

By: Mary Ann Varner

Mary Ann Varner — Mon, 16 Nov 2009 12:43:53 +0000

Great article, Michael. While there are always a few people who will not see what goes into your serving them, the majority of your customers/clients actually realize and appreciate your service. It’s so rewarding to have someone repeatedly say: “I appreciate all you’re doing to help me.” When we give the service we expect, we will never fail to make their business experience with us memorable and they will come back and refer others.

By: Arthur Harris

Arthur Harris — Mon, 16 Nov 2009 11:53:09 +0000

Michael,

Well written article! I believe and strive to follow what I was taught from the begining of my business career.
Treat everyone as you would have them treat you. Stick to the Golden Rule. Every suspect/prospect is a potential client give them all you are able to give and more regardless of their interest. You do not know who they may know etc. Be a Professional. My mission statement is ” Extraordinary Customer Service”.