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:
Ritz-Carlton’s motto [the broken link was removed, sadly while they strive to be ladies and gentlemen Ritz-Carlton hasn’t learned basic web usability practices such as not breaking web links] 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 [the broken link was removed] (which includes videos of NBC investigation of customer service problems [the broken link was removed]):
Related: Customer Focus at the Ritz – Effective Leadership Strategies are Driven by Total Quality Management (TQM) Principles [the broken link was removed] – 1999 Ritz Baldrige Application Summary [the broken link was removed] – Not Lean Retailing – More on Obscene CEO Pay
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So true about Ritz-Carlton. The most demanding customers in the world return again and again to Ritz-Carlton and recommend it to their friends, because the people within every Ritz-Carlton deeply “get it.” Every day, all staff members at every hotel meet to discuss their company values, and collectively choose one on which they will all focus; but no value surpasses the tradition of treating each guest (and each other) with considerate, genuine interest and care.
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