Ritz-Carlton

I am revisiting several books in my library on the subject of loyalty. The one I have in my hand tonight is The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. I came across something I highlighted on page 73 and wanted to share it with you.

The context: An employee of Ritz-Carlton gets on an elevator with a guest and the ensuing experience gives cause for the guest to write a letter. That letter contained the following;

“One of your employees and I got on an elevator in your building. I pushed the sixth-floor button and he pushed none. Instead of getting off with me on the sixth floor, your employee simply said, ‘Have a nice day.’ upon exiting the elevator, I asked, ‘Where are you going? Aren’t you getting of here?’ Your employee replied, ‘ No, I’m going back down to the fifth floor.'” The guest goes on to write, “I couldn’t believe it-how do you find people who are so invested in placing the needs of their guest above their own?”

Is your talent of such a nature? Loyalty – The 09′ Operating Mantra.

M

Ritz-Carlton, Loyalty, Talent