Having worked at the Ritz-Carlton Hotel for over 7 years, I can still repeat the credo if asked. When you talk about servicing your internal (your co-workers) and external (the people who support your business) customers, their motto has always been “we’re ladies and gentleman serving ladies and gentleman.”
Ritz-Carlton Credo (you know, I should get a complimentary weekend with all of this promotion):
“The Ritz-Carlton Hotel 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.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.”
Now, lets analyze the Ritz-Carlton credo. There’s a lot of lessons to be learned.
Credo: “The genuine care and comfort of our guest is our highest mission.”
Meaning: It’s already established that if you’re a guest of their hotel, your care and comfort is most important to them. So regardless of who you are, what you’re spending, how young or seasoned you are, they’re going to make your experience at the Ritz-Carlton memorable.
Lesson 1: Make “the genuine care and comfort” of those that you encounter in everyday life MEMORABLE.
Credo: “Finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.”
Meaning: What ever service it is that you offer, from real estate sales to mortgages, to car/home insurance, to closing/title services, etc… we must provide the best services and facilities that we can. If you see a piece of paper on the floor, pick it up. If a light bulb needs to be changed out, don’t complain about it, own the problem and get it fixed. These are just some of the ways that we can ensure that our internal and external customers receive the “finest personal service and facilities.”
Lesson 2: Do your part!!!
Credo: “Experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.”
Meaning: Do you leave that type of impression on people when you leave the room? When you leave a Ritz-Carlton Hotel, that’s how you feel.
That should be your goal whenever you leave the room – to give them, that type of feeling.
President and CEO Kevin Levent taught me that when I first joined the company – “never leave someone with something negative to say about you”. Let them leave with something more memorable…“I’m looking forward to seeing you again”, “I can’t wait to do business with you in the future”, etc.
In my previous blog, First impressions are lasting, that may be just as important as what you do or say before the farewell.
Lesson 3: Leave them with a reason to come back!
Tell me…How do you leave a lasting impression on your clients?