Don MacAskill writes of his great service from Ritz-Carlton and horrible service from Home Depot. Neither result is surprising, see related posts below. On the Ritz:
The next day, Ritz employees were still greeting us in the halls by our name and wishing us â€œHappy Anniversaryâ€. The bottom line: We felt special. We felt pampered. We felt like the Ladies and Gentlemen of the Ritz-Carlton knew us personally and really cared about making sure we were happy. Theyâ€™ve earned a customer for life.
Ritz-Carlton’s motto is “We are ladies and gentlemen serving ladies and gentlemen.” And they actually turn those words into reality. They are not platitudes with no action. The system is guided toward achieving that vision.
Worst. Service. Ever: Home Depot & HOMExperts (which includes videos of NBC investigation of customer service problems):
As the CEO of a company that strives to provide top-notch customer service, this has been incredible to watch. At no time during the process, other than the design and purchasing phase, have we felt taken care of, or even like our satisfaction was even a consideration. I wish I could say that the experience has been highly educational, like my visit to the Ritz-Carlton, but I have to imagine that any human being would realize that this is ludicrously bad customer service. The two companies involved, The Home Depot and their contractors, HOMExperts, must have some serious problems internally.
Related: Customer Focus at the Ritz – Effective Leadership Strategies are Driven by Total Quality Management (TQM) Principles – 1999 Ritz Baldrige Application Summary – Not Lean Retailing – More on Obscene CEO Pay