In our personal lives and in our businesses, we must have standards that lead to excellence. Leading the list should be excellence in customer service. It is no accident that businesses who are intentional in this process achieve the greatest growth and referrals.
Of course everyone proclaims that they have excellent customer service, but do we really? Do we often look at our business from the customers’ perspective? Do we anticipate our customers’ needs, wants and then align our processes, products and services to meet those? Do we really hear what our customers are saying to us when they offer criticism? How do we treat each other as colleagues in our business? Is there concern for one another and a true spirit of team?
The Ritz-Carlton has long been recognized for their excellence in customer service. Achieving it has never been left to chance. Excellence in customer service is cultivated, taught and is a goal for the entire organization, both for internal customers and external ones.
A new book The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company offers each of us lessons from the Ritz-Carlton Hotel model.
It is my suggestion that you put these leadership principles into action as you build relationships, build your business, and grow your life.