What You Can Learn From The Best of the Best
Where Customer Service Reigns Supreme The Ritz Carlton is so well known for taking care of its guests, that its
very name has become branded with the image of ultimate customer service. What is a "Ritz experience" like?
From the moment that you arrive and your baggage is taken for you, you
realize that everyone is addressing you by your name. Even as you check in,
the front desk knows your name and wishes you a belated birthday from a few
days ago. They also mention a very trendy new Mediterrean cuisine restaurant that
opened up. (How did they know that is your favorite?) They offer to have the
concierge get you a reservation if you need one because the tables are hard
to come by (but they have connections!). You respond that unfortunately you had packed light for this trip and
probably weren't up to their dress code. No problem. They would happy to get a suit and dress shoes available for you
within the hour. How can they make these things happen? Any Ritz employee is allowed to spend up to $2,000 at their discretion for a customer without prior approval. How's that for service? Well, it should be good. Actually it is phenomenal because they focus all of
their efforts on you. You are their customer and they respect how much you
mean to them.
What About Online?
If you want an example online, simply go over to Amazon.com They go out of their way to learn as much about you as possible. They use
this information to make suggestions which are based on your past purchases. Wondering about a purchase you made two years ago? Amazon makes it easy to
list all of your purchases you've ever made with them. Looking to ship your once a year gift to that special aunt? Amazon has saved
the address which you have shipped items to in the past. And like the Ritz... Amazon gives its associates the power to fix any
problem instantly. No consulting a supervisor. You received an incorrect
order? They will take your word for it and ship you the item you need. They
also include the prepaid shipping label to return any merchandise that you
need.
How Is It Done?
The Amazon tracking is a little easier to understand than the Ritz one.
After all, Amazon simply has an amazing database system in place to cross
reference any information about you and apply in ways that make it as easy
as possible for you to stay as a customer. As far as the Ritz? You do remember you have name tags on your luggage right? Well, the bellhop radios your name up to the front desk. Your information is
quickly pulled up in the Contact Management program. This includes all of
the important things about you such as your birthdate, favorite food and
even your suit size if they get the opportunity to find it out!
The Lessons For You
These companies have realized the value of a customer. Anyone can sell to
one person once. It is the repeat customers that return time and again that
will make a difference for your business. Knowing how important it is for customized service, they go out of their way to track the information that is important to know about you. Successful service oriented sites know the importance of having very good
customer contact software. This allows you to keep track of as much
information as possible about your clients and customers. If you go out of your way to treat customers with superior service, they are
likely to return many times. Did you know that you can even converted unsatisifed customers into return
customers? Its true. If you go out of your way to correct things quickly and
efficiently, don't be surprised if they return for something else in the
future. After all, you won them over with your superior service.
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