How to delight a customer is the holy grail of business.
Business exists to serve a customer. If customer service is exceptional it can be a big differentiation and competitive advantage for the business.
Sharing one of the best customer service experiences on how to delight a customer at Hotel Ritz Carlton which provides insights on how it can be done.
Warm greetings, smiles and wonderful ambience are quite commonplace across hotels,
Three things which stood out at Ritz in comparison to other hotels were :
Delight a Customer
1. Remembering the Name:
Introduced myself at reception and Receptionist registered my name. After that, every person I met in hotel from lobby to hotel entrance and to restaurant for next 5 days addressed me by first name.
Like at the time of breakfast no need to mention the room number, they already know you by the name. Feeling it created made the place more like a home than hotel.
2. Room Customization:
As I spent one day in the hotel room, from next day all the belongings were arranged in a way which was intuitively convenient to me. For example, if alarm clock position had been changed by me then it was not kept at the standard place but basis individual requirement.
It was about customizing every room basis the needs and thought pattern of specific guest. Had a feeling that hotel has figured out more about customer behavior than customer could know himself
3. Individual Food choice :
As I had mentioned the food preference of being strict vegetarian at the reception, immediately chef came to my room to understand what vegetarian means and what it all includes.
Then was introduced to an Indian chef who fully understood my food habits and helped me to eat the right food for next 5 days
Although there are many good hotels , Ritz Carlton is one hotel which stands out because of its exceptional customer service , delight a customer and caring for customer beyond their imagination.
Customers feel as if they are treated like king every day and every moment. This experience is a competitive advantage which cannot be easily taken away by the competitors.
No surprise, it is always fully occupied throughout the year.
Read more about customer delight on the link