Beat the Competition!
Do you want staff loyalty, world-class client engagement and significant brand equity? You have tried everything you can to deliver extraordinary service to your customers? You have the systems and procedures and have trained and re-trained your staff? You have tried the motivation route and in sheer frustration you have upped your performance management? All this to no avail. Your service is ok. It’s as good as your competitors, but it’s not the truly competitive edge you would like it to be?
In order to create a Legendary Customer Experience we should look to the shining example of the Ritz-Carlton Hotel Company.
So what is at the essence of this iconic company? What is the Ritz-Carlton experience? While the answer varies depending on who you ask, there is one word that is always stressed: consistency.
In the words of César Ritz, “People like to be served, but invisibly.” Behind-the-scenes, or ‘invisible’ work that ensures that clients receive a ‘wow’ experience, is critical as THE differentiator that beats the competition. But how many leaders realise that the over-used cliché, ‘our employees are our most valuable asset’ is true? The reality is that the only way to build a world-class business is with committed staff members.
Few companies have the staff commitment that Ritz Carlton has. Why? Because their leaders are consistently unrelenting in their efforts to empower and encourage their staff. Every staff member, from the gardeners to the managing directors, has great self-esteem and feels valued and cared for. Even the janitors will tell you, “We are ladies and gentlemen serving ladies and gentlemen”.
There is no secret. Simply be consistent and appreciate your most valuable assets.
Are you consistent in your leadership style?