Five Lessons in Delivering World-Class Service
Last week, I had the opportunity to lock myself in a hotel room for a few days to complete my third book, titled 'World-Class Service – 101 Ways to Deliver Service Excellence.' This book is set to be released in November 2023, just in time for the holiday season! Juggling a busy life at home with my wonderful family of seven (plus one fur baby), finding time and space to write is essential.
When I contemplate world-class service, I am instantly drawn to the idea of excellence – an unwavering commitment to being the best at an individual, team, and organisational level. This perspective on excellence extends across all sectors, be it the commercial, local government, government, or not-for-profit.
To intentionally immerse myself in the world of exceptional service, I chose to finish writing my book at my favourite hotel: the Ritz-Carlton. Although I have only had the pleasure of staying there a few times, my extensive exposure to their philosophies over the years, along with the principles outlined in my favourite book ’Excellence Wins’ by Horst Schulze (founder of the Ritz-Carlton), it made it a compelling choice. During my stay, I had the privilege of experiencing five standout lessons:
Lesson 1# Pay attention to the details
One morning, upon returning from breakfast, I was delighted to find a personalised touch awaiting me in my room.
This thoughtful gesture was a result of a message I had included in my booking notes, requesting an earlier check-in and late checkout to maximise my writing time.
Lesson 2# Focus on personalisation
During my breakfasts at the hotel, I had the pleasure of meeting Christopher. We had a number of wonderful conversations and on only my second visit, he remembered my name, my coffee order and my preference for still over sparkling water.
Lesson 3# Know your customer
Throughout my stay, I was consistently addressed by name. Even when I moved to a different area of the hotel to write, one of the team members Joshua enquired about the progress of my book. Upon checkout, I was asked if I had successfully completed my book. It was like magic - even in such a large hotel, everyone knew the purpose of my visit.
Lesson 4# Make people feel welcome and valued
From warm smiles and greetings, to being personally escorted to various parts of the hotel and having the opportunity to meet Antony, the General Manager at breakfast, I felt genuinely welcomed and valued at every turn.
Lesson 5# Empower the team
As one of my greatest loves is chocolate, I accepted the offer for a turn-down service (just for the chocolate on the pillow!). I shared this with Gigi from housekeeping, who advised they were out of chocolates. To my surprise, a block of chocolate arrived at my door just 20 minutes later.
During this visit, I came to the profound realisation that anyone, in any industry or sector, has the potential to be the Ritz-Carlton of their respective field. It all boils down to the right mindset and the experience we create for our customers. It's about leadership, creating and setting high standards, comprehensive training, and, above all, a genuine focus on recruiting and retaining people who truly care.
My stay was not defined by the hotel room, the breathtaking view, or the grand chandelier in the lobby; it was defined by the warmth of the welcome I received and the sincere care that resonated throughout my interactions with every individual at the hotel.
I am looking so forward to sharing my upcoming book with you, our members of the weekly insights community. As a thank-you for your continued support, I would be delighted to provide you with a complimentary e-book as soon as it is ready for release, prior to its availability on Amazon and other publishing outlets. Just send me an email with the subject line 'Yes to World-Class Service,' and you'll receive your copy as soon as it is available.
Speaking of world-class service, stay tuned for an exciting announcement next week regarding a not-to-be-missed event on Friday, December 1st, 2023. This annual event promises an unforgettable experience, and with limited tickets and availability, you will be among the first to receive exclusive details before they are shared publicly. I would highly recommend putting the date in your diary now!
Thank you for taking the time to read this, I'd love to hear your thoughts. And if you have any questions, please feel free to reach out.
Here’s to the pursuit of world-class service excellence.
