
Have you ever had an experience so good that it made you question how you've been living your life before?
I recently found myself in Florida with one of my business collaborators. Let me tell you, I don't play around when it comes to breakfast. I'm always on the hunt for the next greatest breakfast place. After voraciously reading reviews, I discovered a restaurant called Highball & Harvest in Orlando. Armed with the address, we set off on our culinary adventure.
Little did I know that I was heading to The Ritz-Carlton Grand Lakes, Orlando. From the moment we arrived, it became clear that every single person was hyper-focused on customer service.
The Journey Begins
The concierge came from behind the desk to clarify directions to the restaurant. She could have just pointed. That wasn't her style. And, that laid the groundwork for all the little extra steps taken by the Ritz-Carlton staff all morning. We were late and had missed breakfast. However, the manager came over and offered the buffet as an alternative. Then she said, "I have the perfect table for you." We were seated in front of a huge window that looked out on gorgeous walking trails and a pond.
The Buffet Experience
The buffet included an omelet station. The chef at the station, Donna, was not only very personable, but she literally asked for my plate so that she could warm up my buffet potatoes, ensuring my potatoes and omelet would be the same temperature.
Our waiter, Matthew, regaled us with amusing tales. When I needed an ATM, the bellhop walked me there personally. Everyone treated us like they were making new friends. They were always focused on business, but also, if they saw you again, they referenced the first meeting. Donna saw me when I returned to the buffet and literally suggested very appropriate theme music for me. The bellhop who walked me to the ATM saw me outside as we were waiting for the rental car, and we had another quick chat.
By the time the valet came up with our rental and asked if we would like cold water for our journey, we were wondering if we actually needed to leave.
The Business Impact of Customer Service Innovation
But how does this translate to business?
In my innovation research, I'm constantly reading about the importance of exceptional customer service in business. In the era of "do more with less," customer service is often limited due to efficiency metrics. Any of us who have called a company and screamed, "Representative" into the phone, desperate to speak to a human after pressing an endless array of numbers and still not getting the resolution we need, understand this phenomenon.Â
However, the Ritz-Carlton's growth is based on customer service. According to "The New Gold Standard" by Joseph Michelli, "When employees achieve a 4-percentage-point increase in customer engagement scores across the company, it results in an additional $40 million in incremental revenue." So, they work to standout.
When you look at the Ritz-Carlton's international expansion, strategic partnerships, property renovations, and new concepts, it's easy to see how their focus on customer experience and service innovation works for them. Well, actually, it works for all of us.
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