Quality Service Anywhere, All the Time Jim Burgett The Burgett Group Jburgett@burgettgroup.com 618-654-5874
Why? As the world changes.we need to be more servant minded, more servant based, and more aware of the needs of each other. And we need to do it For our kids, for our grandkids, for society, for peace. Survival and happiness are based on serving one another. In life. In business.
What motivates your customers or clients to purchase your products more than anything?
The brand? The product specifications? The price? The companies reputation?
The answer is simple. Customers respond more to their service provider than any other single component. Bottom Line: The Service Provider
What is Service? The act of doing something for someone Providing something that is needed A religious activity
Customer Service - Religious? Kind of shares similar qualities Caring Passion Makes a Difference Changes People
Ritz-Carlton Service anywhere!
The Ritz-Carlton Hotel What makes them so special? Does money make the difference? Can their model be copied? Isn t profit their motive?
Ritz Service at Greaseburger? Good Service.. Costs Nothing Is an Attitude Starts Internally Flows Top Down Needs to be Fostered
What do you Provide? Name the top 5 services you provide to your customers. Name 5 things YOU like the most when you receive service from others.
Ritz-Carlton Credo: We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambiance. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.
Ritz-Carlton Motto: We are ladies and gentlemen serving ladies and gentlemen.
The Ritz-Carlton Basics Every employee wears the Basic 20 Every employee reviews the Basics - daily Every employee is part of the success Service is number one (even over profits)
The Ritz-Carlton Basics At The Ritz-Carlton Employee Promise: At the Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton mystique is strengthened.
The Ritz-Carlton Ba 1. The Credo is the principal belief of our Company. It must be known, owned and energized by all. (Mission)
The Ritz-Carl 7. To create pride and joy in the workplace, all employees have the right to be involved in the planning of the work that affects them.
The Ritz-Carlt 11. Uncompromising levels of cleanliness are the responsibilities of every employee.
The Ritz-Carlton Ba 16. Escort guests rather than pointing out directions to another area of the Hotel.
The Ritz - Carlton Basics 14. Smile - We are on stage. Always maintain positive eye contact. Use the proper vocabulary with our guests and each other. Use words such as Good Morning, Certainly, I ll be happy to and My pleasure, Do not use words such as O,K., Sure, Hi/Hello, Folks, and No problem.
The Secret What one thing do you think is the key to the success at the Ritz, or at any business, school, or organization in developing a climate of exceptional service?
The Fred FACTOR By, Mark Sanborn Publisher: Currency/Doubleday ISBN: 0-385-51351-8
The Fred Principles Everyone makes a difference Success is built on relationships You must continually create value for others, and it doesn t have to cost a penny You can reinvent yourself regularly
Becoming a Fred o You choose o Do the right thing for the right reason o Your possibilities are endless Developing Other Freds o Find o Reward o Educate o Demonstrate
Measure your Service Informal Assessments: Surveys, Ask, Talk Visit the Competition
Train your Staff Formal or informal Set Expectations
Be Service Minded: Be Proactive Be Responsive Be Thankful
Top 10 Principles for Customer Service The Ritz-Carlton Basics Fish (www.charthouse.com) Customer Mania (Ken Blanchard/Free Press) Perfect Phrases for Customer Service (Robert Bacal/McGraw Hill)
Be Unforgettable
Talk does not cook rice. Chinese Proverb
Live by the words of One Another
Love one another (John 13:34) Accept one another (Rom 15:7) Encourage one another (Heb 10: 24-25) Forgive one another (Eph 4:32) Honor one another (Rom 12:10) Instruct one another (Rom 15:14) Serve one another (Gal 5:13) Submit to one another (Eph 5:21)
There is a story of a man who stood before God, his heart breaking from the pain and injustice of the world Dear God, he cried out, look at all the suffering, the anguish, and the distress in the world. Why don t you send help? And God responded..
I did send help. I sent you. And you make a difference in this world, one person at a time.
May I help you with anything? Contact me anytime: Jim Burgett Jburgett@burgettgroup.com 618-654-5874 Need a workshop, academy, or speaker? Are you interested in a copy of my book? Visit superintendents-and-principals.com