Ladies and Gentlemen Serving Ladies and Gentlemen
Don’t know about you, but I can’t think of too many solid reasons to visit Phoenix in August.
I’ve just never been that intrigued by 120 degrees of separation from zero Fahrenheit. But for the local snakes, lizards, and vultures, it probably seems like New Year’s Eve at the Playboy mansion.
What does intrigue me (if, for a moment, I can forget Kiffin’s still the USC football coach and the Tea Party is still too liberal for the Valley of the Sun) is the prospect of learning more about customer service…from the Ritz-Carlton.
I love any opportunity to learn and, even better, sharing the experience with the likes of Team Leader Dani and Financial Coordinator Dalila.
And with all of my bellyaching about the hotter than the Mother of all blow torches air temperature and some interestingly anachronistic politics, I woulda crawled on my belly like a powder puff blue reptile for two training sessions led by Ritz-Carlton Director of Culture Transformation, Joe Quitano.
The Ritz-Carlton motto is “Ladies and gentlemen serving ladies and gentlemen.” And a trusted mentor once posed the question, “Why create mediocrity when you can copy genius?”
What was interesting for me was that the motto works from the inside out; the ladies and gentlemen representing co-workers first and THEN customers, clients, or patients.
In the land of Ritz-Carlton, customers are the boss but co-workers come first. If co-workers can’t serve one another as ladies and gentlemen, there’s no way that mutual respect can be authentic for the folks who visit the hotels.
Here are a few samplings from the Ritz-Carlton culture:
“Ethics is doing the right thing even when no one is looking (and someone is always looking.)”
“Anticipation is empathy plus experience.”
“Empathy is standing inside someone else’s shoes.”
“Passion (on the job) is not an option, it’s a requirement.”
“A Ritz-Carlton warm welcome begins with eye contact and a smile. A fond farewell always concludes with a question: ‘Is there anything we could have done better’?”
“Staying in the moment (and serving from the heart) means looking to turn every customer interaction into a defining moment.”
Research shows we’re only supposed to remember about 6% of what we hear; that’s why, on this occasion, I took down copious legible notes. I just shared about 3% of ‘em.
Didn’t even mention the Ritz-Carlton “5 Golden Rules” but #1 is “Be a team player.” And next time you’re on YouTube, check out ice cream parlor entrepreneur Bob Farrell’s “Give ‘em the pickle”; it might just be the funniest and best customer service video I’ve ever seen.
Joe Q. made a distinction between a job’s perceived function and true purpose. The function of a dental hygienist might be seen as “cleaning teeth”…and that’s a shame…and an inevitable path to burnout, ineffective service, and poor results. I’d describe a hygienist’s purpose as: making a difference for and serving others by providing care leading to healthier, happier, longer lives.
And you know what else? I’m stealing “Ladies and gentlemen serving ladies and gentlemen” and the Ritz-Carlton fond farewell is now our pickle.
So two days, even in the land of reptiles, dirt parks, and no shade can be fun…if you just stay hydrated and look and listen for the chance to copy some genius. Thank you Ritz-Carlton.
“Friends and family serving friends and family;” I like the way that reads.
(Source: Written by Jack Von Bulow, DDS for the Arcadia Patch on August 7, 2013)
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