The Secret to Ritz-Carlton’s Customer Service Mojo November 5, 2012

Customer Service

Apple recognized the power of Ritz Carlton's Mojo.

If you want to gain a competitive advantage, improve service and create a winning team, follow this link.

Ritz Mojo

Rick D Watkins

About Me

Comments

Trust and Assisted Living

Trust and Assisted Living trust : to believe that someone or something is reliable, good, honest, effective, etc. : to have confidence in (someone or something) : to believe that something is true or correct : to hope or expect that something is true or will happen You might say entrusting an assisted living community with the care of your parents or loved one is the ultimate act of trust. It's common for the adult children of assisted living residents to live hundreds or thousands of miles away. It may have taken months or years to convince mother to make the move into an assisted living community. She isn't completely sold on the idea but is willing to give it a chance. It still sounds too good to be true; a community filled with loving people that will meet her every need and always have a smile on their face. It better be, because mom trusted your advice. The key to building a family "trust account" Imagine...

Weight Loss Surgery Lessons and Customer Engagement There is a television show about extremely overweight people wanting to have weight loss surgery. During the first doctor's appointment, the patient's initial weight is taken, and they are given a 60-day weight loss goal. Reaching this goal determines eligibility for the surgery. Each patient receives very detailed instructions on how to meet their goal. Following the instructions are guaranteed to work. Most patients return for their two-month check-up only to realize their weight loss was minimal or they gained weight. Unfortunately, this process may repeat itself for over a year. The scale does not lie. At some point the patient realizes this is a life-or death situation and they need to make a complete Lifestyle change to meet their goal and be approved for the surgery. It was as simple or challenging as following the initial instructions. So, what does Customer Engagement have in common with weight loss sur...

Questions You Should Ask Every Assisted or Senior Living Community

During my 30 years in senior living operations and sales I've failed to understand why families or future residents rarely ask detailed questions relating to management. Even more alarming is that the checklists many are using to assist with their decision-making process does not mention them. Delivering consistent quality care and service in such a dynamic atmosphere is difficult. Imagine what it takes to provide quality meals, housekeeping, activities, maintenance, assistance with specific resident needs such as medications, bathing, grooming, mobility, emergency response, communication with physicians, pharmacies, families, therapists, hospice, home health and so much more 24 hours a day, 7 days a week. Each residents needs and expectations are unique and changing. Residents and families trust the community team to deliver consistent service. The importance of employee satisfaction is often overlooked. It directly impacts the quality of care and services delivered. It's si...

Life Lessons

Search This Blog