The Ritz Carleton - A Memoir of Two Teas

Nothing makes me more frustrated than poorly run companies that essentially steal time and money from the customers through bureaucracy and botching the basics. If you’re a longtime listener of this show, you might remember episode 83: Breaking Through Buyers Remorse, Never Lose a Customer Again with Joey Coleman. Today, I am sharing a tale of two contrasting customer service stories: one that devolved into disappointed buyer’s remorse, and the other that surprised and delighted my family and me, while creating memories of a lifetime.

🌟3 Key Takeaways:

• Decide if you want to be a luxury brand or not; price and create processes accordingly.
• When you or your team makes mistakes—as everyone does—over-deliver and get creative to make it right.
• Respond even if there’s nothing you can do: The “table stakes” of customer service are to listen and empathize.

📝Permission: To make mistakes, so long as you design processes that help you and your team to apologize creatively and make it right.

✅Do (or Delegate) This Next: Review how you operationalize your company values. Are you aiming to provide a luxury experience or not? Are you pricing accordingly, and do you have the systems and processes in place to match? 

📘Books Mentioned:

• Free Time: Lose The Busywork, Love Your Business 
• Pivot: The Only Move That Matters Is Your Next One 
• The Road Less Stupid: Advice from the Chairman of the Board
• Radical Candor: Fully Revised and Updated Edition: How to Get What You Want by Saying What You Mean 
• Raving Fans: Revolutionary Approach to Customer Service

🔗Resources Mentioned: 

• Itinerary App: TripIt Pro
• Travel Points Card: Delta AmEx 
• The Tea House at Los Rios

🎧Related Podcast Episodes: 

• 083: Breaking through Buyer’s Remorse—Never Lose a Customer Again with Joey Coleman
• 068: Are You Running a Grumpy Business?
• 104: Save Someone Next Steps

💻 Access Free Time episode transcripts on Podscribe » 

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