People are willing to pay much more of a premium to stay at a Ritz-Carlton. And despite paying that premium, people still rave about the exceptional service delivered by the Ladies and Gentlemen of Ritz-Carlton. So what is their secret? Actually, it's not a secret, at all. Ritz-Carlton gives us the blueprint to their success. Simply Google "Ritz-Carlton service" and you will find any number of articles written about the subject or the Amazon listing for Joseph Michelli's book about Ritz-Carlton, The New Gold Standard. Or do directly to the Ritz-Carlton page on their website that defines the brand's Motto, Credo and Gold Standards. Better yet, listen to this episode to hear what their Three Steps of Service are and how you can incorporate them to Deliver the World's Best Customer Experience.
This episode is also available as a blog post: http://billquiseng.com/2012/04/11/i-know-ritz-carlton-and-youre-no-ritz-carlton/
