Excellence in Customer Service – Capturing it at the Customer’s “Moment of Truth”

Thank You Letter from Guestbutler

“I am a working mother of two little boys, and in September 2012, I was diagnosed with breast cancer. It was quite a shock, but I had a successful surgery and started chemotherapy. When I thought my chemo was going to be complete, I decided the best way to celebrate was a girls’ night at The Ritz-Carlton, Charlotte, with my best friend. I called the reservations line and the woman on the phone asked if it was a special occasion. I told her not really, just a girls’ weekend to celebrate the end of my chemotherapy sessions. I never gave that call another thought.

bc_ribbon“Last Saturday when we checked in, we were greeted by [a woman from Guest Relations], who introduced herself and congratulated me. I truly had no idea why she was congratulating me! My friend and I were handed a glass of champagne and a gentleman took our bags. I did notice that [the Front Desk Agent] and the rest of the staff were all wearing the signature pink breast cancer awareness ribbons, but I assumed there was something else going on in the hotel. I would never dream they were wearing the ribbons for me!!

“Upon entering our guest room, I noticed a wrapped package on the bed. I opened it and it was a compilation of 56 different hand-written notes from the staff/employees, all put in a frame. These notes were all to encourage me during my cancer journey. I was shocked and touched.

“I know The Ritz-Carlton has built its brand on customer service, but to me, that gift was more than just customer service … that was family. I am not a prominent citizen. I am not famous. I will probably not meet most of the folks that took the time to write a note to me. Your staff truly had nothing to gain by going so far above and beyond for me, making the experience all the more special. I will always treasure that gift, and my weekend at The Ritz-Carlton!

“Thank you for instilling a culture of kindness and personal touch at your hotel.”

The Privilege of Serving

The motto of The Ritz-Carlton — “We are Ladies and Gentlemen serving Ladies and Gentlemen” — ensures that all customers (and employees) are treated with dignity, grace and courtesy. When organizations put customers first and empower employees to follow through with this priority — customer service becomes a privilege and results in cherished and lasting memories for all. ∞

The Ritz-Carlton Leadership Center offers advisory services, courses and presentations to organizations that wish to benchmark the award-winning business practices of The Ritz-Carlton. Your organization can learn about The Ritz-Carlton methodology for customer service, employee engagement and leadership development. We also guide organizations through a multi-step process in order to achieve sustainable culture transformation.





The Most Interesting Man (Continued)

dos-equisThat probably brings to mind the person who just retired this week as the pitch man for Dos Equis.  The ads almost always feature beautiful women draped on his shoulder, implying of course that if you drink that beer women will find you attractive.  Silly for sure, but iconic.

In tribute to him, I found the top 100 things he claimed … just for fun.  Knowing you don’t have time to read all 100, I have broken the list into bite size pieces for your enjoyment over the next few weeks. Here is the final installment.  Enjoy!

61. He is fluent in all languages, including three that he only speaks
62. Once while sailing around the world, he discovered a short cut
63. Panhandlers give him money
64. When he goes to Spain, he chases the bulls
65. His shadow has been on the ‘best dressed’ list twice
66. When he holds a lady’s purse, he looks manly
67. Two countries went to war to dispute HIS nationality
68. When in Rome, they do as HE does
69. His pillow is cool on BOTH sides
70. The Nobel Academy was awarded a prize from HIM
71. While swimming off the coast of Australia, he once scratched the underbelly of the Great White with his right hand
72. He taught Chuck Norris martial arts
73. Time waits on no one, but him
74. Once he ran a marathon because it was “on the way”
75. His mother has a tattoo that says “Son”
76. The star on his Christmas tree is tracked by NASA
77. Presidents take his birthday off
78. His shirts never wrinkle
79. He has never walked into a spider web
80. He is left-handed. And right-handed
81. The police often question him, just because they find him interesting
82. His organ donation card also lists his beard
83. He doesn’t believe in using oven mitts, nor potholders
84. His cereal never gets soggy. It sits there, staying crispy, just for him
85. Respected archaeologists fight over his discarded apple cores
86. Even his tree houses have fully finished basements
87. His garden maze is responsible for more missing persons than the Bermuda triangle
88. If he were to say something costs an arm and a leg, it would
89. He’s never lost a game of chance
90. He is the life of parties that he has never attended
91. He was on a recent archaeological dig and came across prehistoric foot prints that lead out of Africa into all parts of the world. On close inspection, it turned out that the prints were his
92. He once caught the Loch Ness Monster… with a cane pole, but threw it back
93. His wallet is woven out of chupacabra leather
94. He played a game of Russian Roulette with a fully loaded magnum, and won
95. Freemasons strive to learn HIS secret handshake
96. If he was to pat you on the back, you would list it on your resume
97. He is considered a national treasure in countries he’s never visited
98. Cars look both ways for him, before driving down a street
99. He once tried to acquire a cold just to see what it felt like, but it didn’t take
100. He has inside jokes with people he’s never met.


The Most Interesting Man (Continued)

I don’t drink beer very often, but when I do …most interesting man

That probably brings to mind the person who just retired this week as the pitch man for Dos Equis.  The ads almost always feature beautiful women draped on his shoulder, implying of course that if you drink that beer women will find you attractive.  Silly for sure, but iconic.

In tribute to him, I found the top 100 things he claimed … just for fun.  Knowing you don’t have time to read all 100, I have broken the list into bite size pieces for your enjoyment over the next few weeks. Enjoy!

31. He lives vicariously through himself
32. His business card simply says ‘I’ll Call You”
33. He once taught a German shepherd how to bark in Spanish
34. He bowls overhand
35. In museums, he is allowed to touch the art
36. He is allowed to talk about the fight club
37. He once won a fist fight, only using his beard
38. He once won the Tour-de-France, but was disqualified for riding a unicycle
39. A bird in his hand is worth three in the bush
40. His lovemaking has been detected by a seismograph
41. The Holy Grail is looking for him
42. Roses stop to smell him
43. He once started a fire using only dental floss and water
44. His sweat is the cure for the common cold
45. Bigfoot tries to get pictures of him
46. Werewolves are jealous of his beard
47. He once turned a vampire into a vegetarian
48. He once won the world series of poker using UNO cards
49. He never wears a watch because time is always on his side
50. He has taught old dogs a variety of new tricks
51. He has won the lifetime achievement award… twice
52. If opportunity knocks, and he’s not at home, opportunity waits
53. Batman watches Saturday morning cartoons about him
54. When he was young he once sent his parents to his room
55. He once had an awkward moment, just to see how it feels
56. His beard alone has experienced more than a lesser man’s entire body
57. His blood smells like cologne
58. On every continent in the world, there is a sandwich named after him.
59. His hands feel like rich brown suede
60. Mosquitoes refuse to bite him purely out of respect

Strengthening Odds Of Endorsement in a Speech Pathology Graduate School

The thesis statement could be the backbone of any composition; this is especially true for controversy essays. The statement notify the reader just what the essay can discuss and should participate the initial section. The dissertation should be about that debate. Recommendations Pick a very good matter that has an obvious, controversial aspect. Obviously, you cannot disagree that the sky is orange. Additionally, locate a topic that has not been fought to death, like the death penalty or abortion. Choose which area you want to argue. You’ve to stick to that part written down the dissertation and also the whole article. Keep in mind that a disagreement essay should be fairly powerful.

Cut the blankets -inch strips to make the leis.

You’re attempting to confirm the importance of a distinct part of a problem. Create a set of things to fight. A quarrel might continue eternally, so it’s essential to pick just a couple of things that are powerful to disagree. Consider why you want to claim this type of part this will help the record is made by you. Publish a one-word summary of the items, your side along with the issue that you simply plan to disagree. It is a rough draft of the thesis. It become only one meet more information word and must contain all three of these items. Like, Toyotas are the greatest automobiles simply because they get good gas-mileage and have few maintenance concerns. Study your draft.

That change, together with du maurieris robust performance, produced chris look better.

Can be your issue or matter apparent? Is it clear that a stage that is certain will be argued by the composition? Perhaps you have outlined clear details that you will fight to eventually show your unique aspect? Make certain that an announcement does not be made by the thesis: This essay will examine autos. Use unique, direct and clear terminology. State precisely what the essay can examine. Modify the thesis utilising the considerations the gathering above. Utilize the dissertation to produce an outline and what is the best online essay writing service create your essay.

Not Everything is about Economics

Photo Courtesy Wall Street Journal
Photo Courtesy Wall Street Journal

The ground under logical minds shook this week as the world responded to Tesla’s Model 3 announcement.  Pundits predicted 85,000 would plunk down their $1,000 deposits, and in all too familiar fashion, Elon Musk blew them away.  According to the latest information, about 300,000 people have placed deposits on the Model 3, which equates to $11 billion in sales backlog.

Read what the Wall Street Journal has to say about the Tesla Model 3.

All this at a time when fuel prices are at all-time lows and no one even asked the question how this car might save money … NO ONE!  It is a fact that for many, it will not save money.  No one seems to care.  No one asked the question.  Now what does that say about electric vehicles and especially about this car?

“I want one” has replaced the “I need one.”  Emotion over the car’s looks, the proven performance, and the prestige of ownership is showing through.

Maybe, just maybe, there is a lesson here for all of us trying to tweak the economics of our energy alternatives.   Where are phrases like “Live better electrically” coined in the 50’s when you need them?