Secret #1 - Long-Term Mindset - The Ritz-Carlton has a long-term mindset when it comes to its customers. They show their appreciation for each and every customer in how they deliver EXTREME customer service. Why? Because they have a long-term mindset about their customers. They focus on the long-term relationship and not just a one time sale. The Ritz-Carlton values the long-term relationships with their customers and knows they will come back because of the standard of excellence that they experience during their stay.
Secret #2 - Extras Everywhere - The Ritz-Carlton always gives extra bonuses! This past weekend at The Ritz-Carlton, Amelia Island, our event coordinator, Bobby Armstrong, heard me say that one of the Champions at our events was a musician, and I asked him if we were able to use the piano in the lobby. Instead of telling me absolutely not, Bobby said he would check on it for me. He came back and said that there would be a baby grand piano in our event room...no charge! Now, that's an example of those added extra bonuses that the Ritz gives to its customers. Do you value your clients enough to give extra bonuses?
Secret #3 - Cleanliness - The Ritz-Carlton is not just clean...it’s pristine! There's a standard of excellence basically anywhere that can be seen by their guests. It looks clean, smells clean...it's clean! Is your business clean and fresh? Cleanliness speaks volumes to your clients!
Secret #4 - No Distractions - The Ritz-Carlton Ladies and Gentlemen that served us during our stay this past weekend were solely focused on our experience. They were not distracted by their own lives, cellphones, gossip with other team members, etc. We were actually told that if any employees at the Ritz-Carlton were caught on their cellphones, they would be asked to leave the premises immediately. The Ritz refuses to allow its team members to be distracted by cell phones or anything else that will ruin their customers' experience. Are you willing to take these steps in your business? If not, you are allowing your employees to jeopardize your customer relationships and their overall experience.
Secret #5 - Focused Conversation - When the Ritz-Carlton team members engage you in conversation, they are focused on you. They aren't talking about themselves or what they have going on. You are their center of focus, and the conversation is genuine. They ask questions that show they care and listen. This is rare in most businesses that are simply focused on money and talk way too much about their own problems. Pay attention to what your clients want and start having genuine conversations with your clients. It will radically change their experience!
Secret #6 - Anticipate Your Needs - The Ritz Team Members anticipate your needs before you voice them. How? They are focused on you. They watch and listen. They pay attention. This was very apparent with the chef that prepared our lunch and the wait staff that served our group. Our dietary needs and requests were not only met...they were exceeded! They anticipated every need and made our experience absolutely incredible!
Secret #7 - Entry and Exit Point - When we arrived at The Ritz- Carlton, Amelia Island, around 11:30pm, we were immediately greeted by a valet team member. He opened my wife's door and welcomed us to the Ritz. Despite it being late evening, he was positive, upbeat, and there to serve us. When we left, the valet team member was the last person that we saw, and once again, he over-delivered with his efforts. The entry and exit are the two most important points of contact at the Ritz. Why? Because it's the first and last thing you experience that you will remember forever. What do the entry and exit points in your business look like?
Secret #8 - Raving Testimonials - The standard of excellence displayed by the Ritz-Carlton Ladies and Gentlemen in everything that they do creates a frenzy of raving testimonials from the Ritz guests. Do your customers rave about their experience with your business? Testimonials will either make you or break you! Create an experience that your customers will never forget, and your business will explode!
Secret #9 - Earn Versus Make - The Ritz-Carlton has a right to EARN HUGE INCOME from its customers. They provide extreme customer service and unbelievable experience that they customers will never forget. This is different from most businesses that focus on their need to make money. When you focus on making money, you will never earn huge income. Change your mindset and change your life!
Secret #10 - Atmosphere of Expectation - The Ritz-Carlton Ladies and Gentlemen live in an atmosphere of expectation when it comes to their guests. They expect that they will provide EXTREME customer service and over-deliver for each guest. They also expect that the guests will have an amazing time, because they are confident in their role as Ritz Team Members. Do you have this type of expectation for your customers?
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In September 2001, John Di Lemme founded Di Lemme Development Group, Inc., a company known worldwide for its role in expanding the personal development industry. As President and CEO, John strives for excellence in every area of his business and believes that you must surround yourself with a like-minded team in order to stay on top of your game.
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