Ritz-Carlton's newest service strategies
Put the luxury hotel chain's latest values to work in your practice and increase client satisfaction.
At the end of the day, the Ritz-Carlton wants to create an affinity for its brand, which leads to an engaged customer who's more likely to spend money with the company and create positive word-of-mouth marketing.To establish employee ownership of the program, the new service values begin with the word "I." Timmerman and his team asked employees why they liked working for Ritz-Carlton. He says it was very apparent that they're proud to be a part of Ritz-Carlton, and that's the central theme of the service values. Some of the other values include:
These new values are actively discussed every morning at each hotel's daily meeting. The result, says Timmerman, is that since this program started in 2004, customer satisfaction scores have increased each year.
At your next team meeting, use these Ritz-Carlton service values as a template to develop a program that ensures (in Ritz-Carlton terms) "a unique, memorable, and personal experience" for your clients.
Veterinary Economics Editorial Advisory Board member Bob Levoy is a seminar speaker based in Roslyn, N.Y., who focuses on profitability and practice growth. His newest book is 222 Secrets of Hiring, Managing and Retaining Great Employees in Healthcare Practices (Jones and Bartlett, 2006).