Providing Exceptional Customer Service: Lessons Learned From Ritz-Carlton and Four Seasons
Over the past several weeks I have been fortunate to experience two of the finest brands in luxury hotels. The first was a part of the Coldwell Banker Global Luxury retreat at the Ritz-Carlton Bachelor Gulch in Beaver Creek. The second was a stay at the Four Seasons Peninsula Papagayo as part of the Presidents Club trip my wife earned through her job. Both stays were absolutely amazing. I couldn’t help but compare the two as well as look at my own business to ensure I am delivering the same exceptional customer service experience for my clients as these two iconic brands are for their guests.
Below are a few of the things I experienced from Ritz-Carlton and Four Seasons.
Ritz-Carlton and Coldwell Banker Global Luxury
We began our day with a presentation from Steve Janicek, General Manager of the Ritz-Carlton Bachelor Gulch. Steve spoke about several of the changes the brand has gone through. Additionally, he spoke of the challenges his specific hotel faces due to the seasonality of Beaver Creek. I found it fascinating that Steve encourages his employees to tell their story to guests if the opportunity presents itself. Previously, you were expected to speak only when spoken to and only offer the information that was requested. This new line of thinking allows for a more personal experience while still maintaining the incredibly high standards people have come to expect from the Ritz-Carlton brand.
I enjoy telling my story as a former NHL official. It’s a big part of who I am and how I have created my business. This portion of the presentation really spoke to me.
The next part of the presentation focused on the Ritz-Carlton Credo, Motto and Employee Promise.
The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.
At The Ritz-Carlton Hotel Company, L.L.C., “We are Ladies and Gentlemen serving Ladies and Gentlemen.” This motto exemplifies the anticipatory service provided by all staff members.
The Employee Promise
At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.
These pillars of the Ritz-Carlton brand transition seamlessly into the real estate world. At the end of the day, each individual who steps through the doors of the Ritz-Carlton is a person with specific wants, needs and expectations. If the employees are able to anticipate those wants and needs the level of service is exceptional. Similarly, if I am able to anticipate my clients wants and needs it can create a smoother transaction and find them the perfect home. By reducing stress through the buying or selling process I hope to create a client and friend for life.
Now that is providing exceptional customer service!
Four Seasons Peninsula Papagayo
During our stay at the Four Seasons one thing was clear from the very start. The attention to detail was outstanding. Similar to the Ritz-Carlton, we were treated with class, but in a more relaxed manner than you might expect. I appreciated learning a little about the background of our bartenders and servers while we enjoyed some amazing meals.
The biggest takeaway for me as it relates to the real estate world is the technology that Four Seasons uses in a very simple way. The hotel now uses SMS, Facebook Messenger as well as several other texting platforms to request anything you may need during your stay.
Each morning we ordered coffee by simply texting the number and placing our order. While it would have been easy enough to pick up the phone and place the same order, texting was our preferred method and I appreciated the ability to do so.
How does this relate to the real estate world?
I have clients of all age and stages of life and they all have their own preferred method of communication. Some prefer text while others prefer speaking on the phone or e-mail. What is most important is that I adapt to each clients preferred communication method to make their experience the best possible.
The luxury experience I was treated to at these two properties is exactly the manner in which I aim to treat each of my clients. It reinforced some beliefs I already had while generating new ideas and ways I can provide exceptional service to my clients moving forward.
Ready to see how I can provide this exceptional customer service to you?
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For questions regarding the Broomfield Real Estate Market in general contact:
Realtor® | Real Estate Negotiation Specialist
Global Luxury Property Specialist