How the Ritz Carlton Delivers Emotional Intelligence for Exceptional Customer Service
I’ve had the distinct privilege of staying at Ritz Carlton hotels a few times and have spoken at their world-renowned customer service leadership academy. I delivered my Emotional Intelligence for Extraordinary Leadership program that I customized around the topic of customer service. During my stay, I took in what makes Ritz Carlton the absolute gold-standard when it comes to guest experience and I’d like to share what I learned and experienced during my two-day stay.
1. Intentional Clarity and Culture
Each staff member carries a “card” that describes mission-credo, twelve service values, mystique, three steps of service, motto, and employee promise.
2. Employee Selection
By choosing the right people, the Ritz Carlton’s turnover rate is around 20% in an industry that averages 60% turnover rates. They create a multi-stage process through value-based assessments. They select rather than hire.
3. The Ritz Carlton Motto
“We are ladies and gentlemen serving ladies and gentlemen.” This motto is more than a classy phrase, it’s the core of how Ritz Carlton views its staff and guests.
4. Immediate Resolution of Guest Problems
Every employee from housekeeping to management can spend up to $2,000 per day, per guest, to resolve a guest’s problems without seeking permission. I’ve heard several amazing testimonials which led to compounding business for the Ritz Carlton.
5. Personal Development
Each Ritz Carlton employee completes 250 hours of personal development training every year. They equip their ladies and gentlemen, then train them accordingly.
6. Ritz Carlton Focuses on the “Top Three”
The top three priorities for each guest are a clean room, timely service, and delivery on promises – and they deliver this for every guest.
7. More Than Talk, They Serve
Each employee masters the art of serving guests at the highest level.
The Ritz Carlton is a rare and remarkable customer/guest experience. How can you increase your organization’s interactions and emotional intelligence to create an exceptional customer experience?
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About the Author
Steve Gutzler is the President of Leadership Quest, a Seattle-based leadership development company. Steve is a dynamic, highly-sought-after speaker who has delivered more than 2,500 presentations to a list of clients including Microsoft, Starbucks, the Seattle Seahawks, Pandora Radio, Boeing, Cisco, Starwood Corporation, the Ritz Carlton group, and the U.S. Social Security Administration. He recently was voted #1 by the readership of Huffington Post as the Most Inspirational Leader on Social Media.
A published author on leadership and emotional intelligence, Steve resides near Seattle with his wife Julie where they enjoy time with their three adult children and six grandchildren.