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.