Friday, May 11, 2012
Those familiar with the Ritz-Carlton may know that the blueprint for their legendary service is a series of 20 behaviors they teach and reinforce known as their "Basics." Basic #14 directs employees to "escort guests rather than pointing out directions to another area of the Hotel." Think of the difference in how we feel when we're escorted to our destination instead of just being given a series of right and left turns. I had a simple opportunity to practice this today.
After finishing a round of golf this afternoon, I went to the pro shop to enter my score in the computer that tracks our handicaps. While I was there, I noticed a man come in and ask one of the pros where the locker room was. He said that he was a guest waiting to meet one of our members who had not yet arrived.
As the pro was about to give him directions, I jumped in and told him that I'd take him to the locker room. When we got there, I also arranged for the locker room attendant to find him a locker near his host, and made sure he had whatever he needed. As is often the case with simple gestures of kindness, it wasn't a "big deal", but it certainly gave the visitor a greater feeling of hospitality than letting him wander through the clubhouse, unsure of where to go or what to do.