Lessons from the Ritz: 5 Star Customer Service for Your Business

By | Category: Lead Story

During a recent trip to Tucson, I was delighted to find out our group was staying at a brand new Ritz-Carlton. They are known for their world class service. I’m going to share 3 tips to 5 star client care I noticed at The Ritz.

On my 2nd morning, I had a full schedule before my meeting started and was surprised that I did not receive the wake-up call I had requested.

When I let the front desk know that they missed my wake-up call, she immediately apologized and offered to send me up some breakfast. Since I was having breakfast with other people from my event, I thanked her and declined. Before hanging up, she said “Let me know if there is anything else I can do to make your stay more enjoyable.” At this point, I hung up satisfied with the way they handled it.

When I came back to my room later in the day, I had a pleasant surprise waiting for me, some fresh strawberries, some candy and dried fruit with a handwritten note apologizing for the late wake-up.

A happy client doesn’t always share their experiences, but on average, an unhappy client tells 8 to 10 people, so you want to have simple steps in place to ensure stories about bad experiences with your company are not spreading like a funny video on YouTube!

Here are three simple steps to create 5 star client service for your business:

  1. Don’t make excuses, apologize. Example: “I am so sorry, that is unacceptable.”
  2. Empower your employees to offer something for the inconveniences or steps to fix it immediately. Example: “We will take off the shipping on that order and your next order.”
  3. After you have apologized and done what can be done to fix the problem – do something above and beyond to surprise your client. Example: tickets to a movie, flowers, a book with a handwritten note. This will especially stand out in today’s digital world.

The return on investment you are making in marketing to bring new clients in will be increased substantially if you retain clients longer and increase the lifetime value of your clients. Take the time to implement these simple 5 star strategies in your business.

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  1. STACEY,

    Greetings from rural Australia.

    A gold star to the Ritz-Carlton for being so responsive.

    Everyone makes mistakes. It’s unavoidable. But it costs next to nothing for a business to do wonderful things to address that mistake.

    And correcting a mistake in a gracious manner is a perfect way for a customer/client/guest to get to know you better.

    And more important, to get to know what the soul of your business is made of.

    More loyal customers have been won over by gestures similar to those made to you by the Ritz.

    And many, many, once loyal customers have been lost because no one cared enough to say “I’m sorry”.

    An excellent post, Stacey. I can never understand why a business doesn’t consider this back end tactic the most important way to create and retain loyalty.

    Best wishes and take care,


    Carol Jones
    Interface Pty Ltd
    Designers of The Fitz Like A Glove™ Ironing Board Cover

  2. […] for your mistakes. Then do something nice to make up for them. Stacey Hylen, a business coach, recounts an experience at a Ritz-Carlton hotel: they forgot her wake-up call, and when she let the front desk know about it, they immediately […]

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