Chapter Five. Talking About Service . . . Every Day

“We are Ladies and Gentlemen serving Ladies and Gentlemen”

—MOTTO OF THE RITZ-CARLTON

MY FIRST STAY at a Ritz-Carlton was last year for a speaking engagement. I stayed at the Reynolds Plantation Ritz-Carlton outside of Atlanta. I had heard of the mystique of The Ritz-Carlton customer service, but this was the first time I was to experience it firsthand.

I knew that the name “The Ritz-Carlton” had an elegant ring to it, but what could it do that was different from any other hotel? After all, they all do the same things: take a reservation, check you in, provide a room and a restaurant, clean up during the day, check you out. I didn’t know what could be so different about The Ritz-Carlton, but I was going to find out for myself.

I was not disappointed in what I experienced.