Finding Out for Myself

My amazing experience with Ritz-Carlton customer service began as I was driving to Atlanta for some meetings prior to my speech. I got a message on my voice mail from the concierge welcoming me to The Ritz-Carlton and inviting me to let him know if I needed anything such as reservations or tee-times. I have traveled all over the country, and have never had a hotel call me ahead of my arrival to welcome me. I was even more impressed by the fact that I was not part of any group or event, just a single guest staying one night at the hotel. (The event at which I was speaking was not at The Ritz-Carlton itself.)

I had heard about the lineup being the cornerstone of Ritz-Carlton service. In order to see whether what I had heard was true, I decided that I would ask each Ritz-Carlton employee I came into contact with a simple question: “How often do you talk about customer service?” Remember that the employees didn’t know I was any kind of customer service advocate, speaker, or author. To them, I was simply a guest. A curious guest, but a guest just the same.

I started with the valet when we checked the car. I next asked the bellman as he greeted us and took our bags. I then asked the concierge and desk clerk. The question was the same, and the answer was the same. Each time, I got the same answer. “Every day.”