I am writing this post from my super comfortable lounge chair overlooking the palm trees and surf at The Ritz Carlton Hotel in Key Biscayne. My husband is a big fan of this chain and I am now won over by their overwhelming sense of customer service and dedication.
Like Starbucks and coffee, The Ritz Carlton is not about selling hotel rooms- they are selling memorable customer experiences. I was and am blown away by every employee interaction I have had throughout the weekend-they truly care and go the extra mile to insure that every minute of your stay is as enjoyable as possible.
How timely that this coincides with my program development and quest to coach entrepreneurs on how to break through the “stream of sameness” (especially in the Real estate agency business) they face in their respective industries.
As you probably guessed, the magic starts with leadership. The key Ritz Carlton principles that Joseph A.Michelli emerged with in his book "The New Gold Standard" are centered on:
- Understanding the ever-evolving needs of customers
- Empowering employees by treating them with utmost respect
- Anticipating customers’ unexpressed needs and concerns
- Developing and conducting an unsurpassed training regimen
Anticipating unexpressed needs in particular calls for awareness, selflessness and a culture of service. Being in touch with how you show up energetically is the foundation of consciousness and the requirement for true connection. All in all, coaching around your individual ability to motivate and inspire others is the first step in becoming a “stand out” service provider.
I sit here savoring the last hours of this most delightful vacation experience. With this book in hand and dedication to my clients I intend to bring a bit of The Ritz Carlton back to my real world.
- citydawn posted this