3/25/2023 0 Comments Ritz carlton resizor![]() ![]() Jamison” sounds genuine, “It will be my pleasure to unclog your sink” takes the conversation off the rails. While “It was really my pleasure to visit with you during your stay, Mr. The Ritz-Carlton’s signature phrase, “my pleasure,” in particular became a prime candidate for overuse and misuse. Over time, and as customer tastes changed, these prescribed language choices started to sound insincere–especially when they were parroted by employees in situations where they didn’t fit. The frequent use of certain phrases helped unify their employees around a shared identity and contributed to a distinctive ‘Ritz style’ that the public could easily recognize: phrases like ‘my pleasure,’ ‘right away,’ ‘certainly,’ and–a personal favorite–‘we’re fully committed tonight.’ (Translation: ‘We’re booked solid, bub!’) The list of words and phrases to be avoided included ‘folks,’ ‘hey,’ ‘you guys’ and ‘OK.’ To help launch their Ritz-Carlton luxury hotel brand decided on a set of ideal phrases for use in conversation with customers, then trained employees to use those phrases. Here’s what I wrote some years back about the origin of the famous Ritz-Carlton brand language: In retrospect, this may have been an overreach, though at the time and for two decades running, it seemed to be working. Now, as a luxury traveler, you could roam the world and be able to experience a consistent standard of service akin to what you had experienced at the last Ritz-Carlton where you stayed, thousands of miles previous.Īt the same time, the leadership of The Ritz-Carlton standardized one more aspect of its operation: the language to be used by its employees. ![]() Very quickly, Ritz-Carlton became a major force in revolutionizing the hospitality industry by standardizing employment-selection criteria, facilities, and more. And they’re quick to reject and rail against anything in the service experience that they perceive as insincere, stilted, or inauthentic.To illustrate this point, let me tell you a story that reaches back more than 30 years: The Ritz-Carlton Hotel Company, as a global brand, was created in the early 1980s. Customers today, of all ages, including the important Millennial generation of customers. are looking for a genuine, authentic customer experience. Even if the level of customer service your company provides is excellent, if the style of your customer service delivery comes off as inauthentic–as scripted, stilted, or of the cookie-cutter variety–you’re not going to connect with today’s customers. ![]()
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