Conversation Agent - Valeria Maltoni - Customer Service Made Simple

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I've had another "hotel" stay where service was as good as the wonderful service I've experienced at Ritz Carlton properties: in the White Mountain huts owned by the Appalachian Mountain Club. More rugged than the Ritz, guests stay in gender-segregated, shared bunk rooms. The employees are outdoorsmen and women in their late teens and early 20s.

It's tough to make the cut to join the AMC "croo." Young people who work there pack food and supplies up to the vehicle inaccessible huts in 100 pound packs, cook delicious meals for guests, offer outdoors expertise and history. (Among other things.)

My sister and I stayed in one of the huts in the late 1990s. We talked at length about how the AMC could train young staffers to deliver service similar to that of high end hotels.

My sister put her finger on it: these young people loved their jobs. When you love your job, you don't dial it in.

And like the Ritz Carlton, AMC gives their "croo" members a culture with history (and even mystique). Given the ability to step into this culture -- as Raul Colon suggests -- offers them the opportunity to do a good job. And know it.

My guess is that love is part of the Ritz Carlton brand, too. Both by design and by consequence.

I agree with you the key point here is empowering and giving ownership to employees on there actions. On many occasions you see many how an Employee manual was handed to the person when they got hired and posted on a website but the content stays there (on the website and the manual).

This is very similar to what the military does with their creeds and how they recite them over and over again to give simple reminders of what is expected. I remember being in the U.S. Army and when I went to Drill Sergeant school they made you learn the Drill Sergeant Creed to give you an overall idea of what you where expected to do at that position. It is the same for every other training I went they made you memorize it and recite at least once day to refresh your mind on your duties. I don't think companies need to go to the Army's level but at least making it easier to get an understanding of what is expected sometimes is missing in many companies.

I think more companies need to focus on simplifying what they expect of there employees and communicate it in a way where the key overall duties that an employee should is assigned are easily memorized.

If employees know what is expected of them eventually they will be happier and will pass on that happiness to your customers and other employees.

The "unexpressed wishes" terminology in value 2 is interesting. Customers have expectations that they don't verbalize. If we don't meet those unconscious expectations there will be an undercurrent of disappointment and our customer service fails.


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