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Q: Who in your opinion demonstrates the ultimate customer experience?

 

A: Having the opportunity to work in the hospitality industry for 13+ years, I have seen the spectrum from bad to exceptional customer service.  As far as who delivers an exceptional customer experience, one organization I would have to say without a doubt, is the Ritz-Carlton.  They are the only hotel that has won the prestigious Malcolm Baldrige Award for Quality in their industry.  As soon as you enter into their lobby, you are treated like a king or a queen.  As part of the Ritz-Carlton’s success, they focus on the three steps of service:

 

1.       A warm and sincere greeting – Use the guest name, if and when possible

2.       Anticipation and Compliance with guest needs

3.       Fond farewell – Give them a warm good-bye and use their names, if and when possible.

 

The Three Steps of Service are the foundation for exceptional customer service.  There is a tremendous amount of development with the staff of the Ritz-Carlton to deliver upon this commitment of service.  I leave you with the motto of the Ritz-Carlton which is quite simple:

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