The Ritz-Carlton Touch
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Did you know - that in 1983 William B. Johnson purchased The Ritz-Carlton
in Boston and purchased the rights to The Ritz-Carlton name. He redefined
hospitality in the United States with The Ritz-Carlton luxury setting.
This included white tie and apron uniforms for the wait staff, black tie
for the maître d' and morning suits for the rest of the staff. In addition
to gourmet cuisine you can find fresh flowers scattered throughout all public
areas of the hotel.
There's even a little history behind the Ritz-Carlton logo. The Ritz-Carlton
logo is a combination of a lion and the crown which was originally designed
by Cesar Ritz. Another signature feature of the hotel chain is their cobalt
blue goblets. All dining rooms and cafés in the hotel chain use these cobalt
blue goblets as a part of all place settings.
Marriott international purchased a 49% in Ritz-Carlton in 1995. In 1998 that
interest was boosted to 99%.
The primary goal of the Ritz-Carlton Hotel Co. is nothing short of 100%
customer satisfaction and their commitment to employee training is proof positive
of their commitment.
Examples include all employees are taught about providing "lateral service"
to their coworkers. During the training program all employees are instructed
that protecting the assets of a Ritz-Carlton Hotel is the responsibility of
every employee. All employees carry a laminated card listing the 20 basics - keys
to the Ritz-Carlton culture.
"How ya doin" and "Can I do anything else for you guys" is something you'll
never hear at a Ritz-Carlton Hotel. Instead you'll be greeted with "Good morning"
or "Good evening." All employees are taught that the proper response to any
customer requests is "Certainly" or "My pleasure."
Only 1 of 10 applicants applying for work at the Ritz-Carlton make the cut.
If you like your eggs prepared in a certain way and want USA Today, the Wall Street
Journal, and the New York Times delivered to your room in the morning, that
information is retained and you can expect automatic fulfillment at every Ritz-Carlton
property worldwide.
The Ritz-Carlton motto is, "We are ladies and gentlemen serving ladies and gentlemen."
Some companies have a Ritz-Carlton commitment to training. Unfortunately, most
companies do not. You're in charge of your own personal self-development. If your
company helps fine - if they don't - it's up to you. If you know anyone who
needs a tune-up, kick in-the-seat-of-the-pants, or someone who is new to selling,
step up and send them this link for my book, "The 12 Best Questions To Ask Customers."
http://meisenheimer.com/products/salesquestions.htm
Their focus isn't on lowering their prices ala the automobile and the airline
industry. Their focus is on increasing value and redefining what first class is
all about in the hotel industry.
It's been said, "You can defend your price, or explain your value." Any fool can
play the pricing game. It takes an entirely different mindset to shift gears and
to be totally focused on delivering value.
You can't have it both ways. You either talk price or show genuine value.
Every entrepreneur thinks his business is different. Truth be told it really isn't.
What is different is how you think about your business and how you treat your
customers. Don't be too quick to dismiss the Ritz-Carlton added-value model for
your sales territory or entrepreneurial business.
Most people are easily satisfied with the best - including your prospects and customers.
Start selling more . . .
Jim Meisenheimer
Use this link to sign-up for Jim's F-R-E-E No-Brainer Selling Tips
Newsletter and to get your copy of his Special Report titled,
"The 12 Dumbest Things Salespeople Do."
http://www.meisenheimer.com
The RitzCarlton Touch - To learn more about this author, visit Jim Meisenheimer's Website.
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