I got my wish. To many out there this will sound ridiculous, but to me: giddy with joy.
I got to listen to Horst Schulze speak. The former president of Ritz Carlton. In my role at Riskalyze, I’ve much to learn. There are so many areas I want to push beyond what is accepted and what I’m capable of.
Some key takeaways I hope to grow in. Although stated by everyone, he had the emotion behind the statement: we don’t talk to businesses, we talk to people. They are your neighbors. People are your employees, your vendors, your customers.
Every employee has a major role — although companies simply hire someone to wash dishes, they take it very seriously. On average, they interview 10 people before the select one. Ten. For someone to wash dishes. That is commitment and caring for the customer that I wish I had!
Why is it that important to him? Why do they go to such extremes? Because, in Horst’s mind, service is your product. You may go to a bank and get a defect-free product, timely service, but if it’s poor service, what will you remember? What will you tell others?
In the case of a bank, a hotel, an airlines…the service is the product. The type of caring that employees give. This is how we create loyal, loving, trusting customers.
I hope one day to get close to this level of focus on the customer.
Originally published at www.jeffreybeaumont.com.
Jeff Beaumont 