Customer-Focus: An Investment in Your People
To say I was gobsmacked is an understatement when the former President of Ritz-Carlton Hotel Company, Horst Schulze, graciously agreed to provide the foreword for my first book on providing Exceptional Customer Service. While this was over 25 years ago – his words ring so true today. I’d love to share them with you and invite you to contemplate what you have done lately to instill such an investment in your people and your culture…
I am no stranger to customer service. At The Ritz-Carlton, our hotels are often cited as one of the world’s true icons of exceptional customer service. Of this, I am personally very proud. Of our people who serve so willing and tirelessly, I am truly and deeply grateful. And a question that I am asked repeatedly, “how do you instill such a consistently high level of service?” I only wish the answer were so simple. My short answer is our people. Our people truly and genuinely care. We believe in “moving heaven and earth” to make our guests happy but also realize that two ingredients are necessary for that to occur – culture (philosophy) and a plan. The service culture must start at the top, and through shared vision and values, permeate the entire organization. Exceptional service comes from our people, and your people. At the same time it must be backed by a strong service culture, training, technology and systems that empower us to serve.
How to give Exceptional Customer Service speaks to front-line associates, managers/ leaders, CEO’s and owners alike. It’s not hype; it’s real issues with real solutions. . . not to mention some great humor mixed in. Whether you are a tire dealer in South Carolina, a dry cleaner in California, or a major manufacturer in the northeast, this book can and will help you. It talks retail … it talks professional service firms … it talks business-to business, and most everything in between. How to Give Exceptional Service has tips, team and individual exercises, humorous cartoons, and most of all, real life anecdotes from the authors to bring home the experiences of poor and exceptional service.
I join these authors in encouraging you to make a difference in how we serve. Begin your journey to Exceptional Service today and set the standards for others to follow. You’ll be glad you did!