“One very important step that the Ritz Carlton recognizes and instills in their employees is to bid their guests: ‘A fond farewell’.”
Hey, I’m The Customer — Ron Willingham, page 98
Years ago, I learned of the Ritz Carlton credo card. It was told to me (and later confirmed) that every employee of the Ritz Carlton Hotel chain must carry the formal credo card. I have challenged this by asking employees to show me their card, and in every single instance they did so without hesitation.
As you may know, the Ritz Carlton has an impeccable reputation for providing top-level customer service. I might add that their property is not the least expensive on the block. That being understood, their credo card lists the three steps of service.
- A warm and sincere greeting. Use the guest name, if and when possible.
- Anticipation and compliance with guest needs.
- A fond farewell. Give them a warm good-bye and use their name, if and when possible.
In other words, all you have to do to become successful is say hello, think beyond the present, and say goodbye.
Why did not I think of that?
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