Inspiring Workplaces: Legendary Customer Service

Published: Wed, 12/14/16

Humor at Work

ISSUE 659 - Dec 14, 2016


			Is Your Radar On For Legendary Customer Service?

	The Ritz-Carlton is deservedly renown for its legendary customer service. I recently had the pleasure of listening to the Cultural Transformation Director for The Ritz-Carlton speak at an event where I was speaking. Here are a few of her key takeaways when it comes to building a phenomenal, service-first culture: The Ritz-Carlton refer to their employees as ladies and gentleman (which sends a powerful message). Employees are trained to use a customers' name five times to help them remember names. Rather than adhering to the Golden Rule (treat everyone the way you want to be treated) they practice the Platinum Rule: actively engage customers the way they want to be engaged. Inspiring service is about engaging the five sense: each Ritz-Carlton even has its own signature scent! Every employee is trained to constantly have their "Radar On - Antenna Up" so they are in tune with the big picture of what's happening around them and are actively anticipating customers' needs. Each employee receives a wallet-sized card outlining their three steps of service: A warm and sincere greeting. Use the guest's name. Anticipation and fulfillment of each guest's needs. Fond farewell. Give a warm good-bye and use the guest's name. Legendary service is ultimately about consistency and turning every customer interaction into a defining moment.

		Mike's Fun at Work Tip

Ellen DeGeneres pulled off a "mannequin challenge" in the White House this November, while I had the pleasure of participating in one last week at the annual Canadian Professional Speakers Association convention - where we apparently broke a world record for the largest live Facebook mannequin challenge (check it out here - you can see my bald spot and outstretched arm at about the 2:10 mark). So why not turn this into a fun team competition in your workplace? All you need to do is have everyone make like a statue and then have someone record the frozen poses so that the video looks like it's a still image of everyone frozen in time. Award prizes for the most creative poses, or the "freeziest" poses, or for the video that best reflects your workplace's values or business.
		Quote of the Week

“Fun forges cooperation quicker than any other human dynamic.” Henry Donaghy, Donaghy Financial Services
		It's a Wacky World

I saw these signs posted at a client's office recently - a great example of using humor to drive home a point: Passwords Are Like Underwear: You shouldn’t leave them out where people can see them! You should change them regularly You shouldn’t loan them out to strangers

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Mike is quoted in the article: 14 Ways to Stay Focused at Work Through the Holidays

Attention Audio Book Lovers! The Humor Advantage: Why Some Businesses Are Laughing All the Way to the Bank is now available as an audio book! Order it now right here!

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