What Apple is to innovation and Rolex is to quality Ritz-Carlton is to service. Consider the luxury hotel chain's famous $2,000 customer-satisfaction pledge. This remarkable program, now in place for decades, allows any Ritz-Carlton employee, regardless of rank, to decide alone to spend up to $2,000 to resolve any customer problem. To date, no Ritz-Carlton employee has felt it necessary to spend the full amount on behalf of a customer, but many take creative action to address problems promptly. This policy sends a powerful signal to Ritz-Carlton clients and employees about how much the company values quality and service. In their book, service experts Micah Solomon and Leonardo Inghilleri teach you how to plan and implement an exceptional service program. getAbstract cheers this nicely written book. It is a pleasure to read and it explains exceptional service clearly.
on 5 February 2011
I must admit that at first I could not really find my way in the fast written book: sometimes a jungle of (strong!) one-liners, a lot of action, a lot of examples. And I found it a bit too hotel-business (which is a particular form of service: physical). Chapters sometimes not too logically organized. Fast. And the focus is on service, but the profit part is just not strong.
But the book was too sticky to let be, and I continued and completed the book. Very inspiring, very optimistic, solution-driven. And sometimes really sharp formulated practices, tangibly treating issues which in the first place are not easy to grasp rationally.
For me a book which sometimes the just too-American approach annoyed me, but lead to inspiration and brought me further. On the service part