Since this week is dedicated to the launch of our new eBook, 7 Secret Customer Service Techniques Every Expert Knows, I wanted to share with you an excerpt from the book.
The excerpt below comes from Secret Technique #7, which focuses on the importance of valuing customer relationships and techniques to build these relationships.
I hope you enjoy!
The Ritz-Carlton Will Spend $2,000 To Make You Happy
“Known as one of the gold standards of customer service, the Ritz Carlton has been rightly studied and dissected over the years in an attempt to find the “secret” Ritz sauce. Entire books have been written just on the Ritz’s customer service.
One aspect of the Ritz’s service that has received a lot of coverage is the fact that the Ritz empowers its employees to spend up to $2,000 to solve customer problems without asking for a manager. Yes, you read that right, Ritz-Carlton employees can spend up to $2,000 per incident, not per year, to rescue a guest experience.
What is interesting about this famous number is that the majority of authors who mention it leave out an equally vital statistic. You see, the $2,000 is always mentioned in the context of how important employee empowerment is to great customer service — as if empowering employees to excess is the key to a profitable and successful business.